Rocket Mortgage Achieves Top Spot for Client Satisfaction for the 11th Year in a Row

Rocket Mortgage Ranks #1 in Client Satisfaction for the 11th Time

In an impressive show of consistency and dedication to customer care, Rocket Mortgage has been declared the top lender for client satisfaction in mortgage servicing by J.D. Power for the 11th consecutive year. This remarkable achievement not only underscores Rocket Mortgage's commitment to excellence but also solidifies its position as a frontrunner in the mortgage lending industry, with a total of 23 J.D. Power wins to date.

Understanding the Achievement

The acclaim from J.D. Power is based on responses gathered from nearly 16,000 homeowners across America. Rocket Mortgage secured the highest ratings in several critical areas, including Overall Satisfaction, Ease of Doing Business, Client Care, and Digital Experience. This is particularly significant, as it reflects not only satisfaction but also how effectively Rocket Mortgage meets the modern needs of borrowers in a digital-first environment.

LaQuanda Sain, Executive Vice President of Servicing at Rocket Mortgage, stated, "This award is a powerful testament to our 'Every Client. Every Time.' philosophy." This philosophy highlights the company's focus on fostering durable relationships with clients, which is essential considering that many homeowners may work with their mortgage servicer for decades. At Rocket Mortgage, the priority is clear: combine cutting-edge technology with authentic human care.

Innovative Technologies Driving Success

Central to Rocket Mortgage's success is its commitment to innovation. With over 3.4 million servicing calls handled each year, the company has developed an advanced AI tool known as Rocket Logic – Synopsis. This tool transcribes and analyzes customer interactions, allowing team members to devote more time to meaningful engagement rather than routine tasks. Furthermore, in response to the challenges posed by financial hardship, Rocket Mortgage introduced an AI-driven chat service aimed at providing compassionate support, which has successfully facilitated over 50,000 conversations.

A Vision for the Future

Rocket Mortgage's recognition comes at a pivotal time in its journey. The company recently announced a definitive agreement to acquire Mr. Cooper Group Inc., which is the largest mortgage servicer in the nation. This strategic move is expected to enhance Rocket’s servicing portfolio substantially, reaching $2.1 trillion across nearly 10 million clients, thereby representing one out of every six mortgages in the United States.

This acquisition, along with Rocket’s earlier takeover of Redfin, the most-visited real estate brokerage website in the country, signals a bold step toward creating a fully integrated ecosystem powered by AI. This approach is designed to simplify the homeownership experience by eliminating friction and complexity.

Building a Community of Homeowners

Through these strategic maneuvers, Rocket Mortgage is not just focusing on numbers; its overarching goal is to empower millions of Americans to achieve the dream of homeownership. The innovative DNA within the company is evident not only in its technological advances but also in its genuine care for clients. This blend of smart solutions and compassionate service enhances Rocket’s reputation, cementing its place as a market leader.

The recognition by J.D. Power is more than just an award; it signifies the hard work and dedication of Rocket Mortgage's team and their commitment to supporting clients through all stages of homeownership. As the landscape of mortgage lending continues to evolve, Rocket Mortgage is poised to lead the industry, continuously redefining what it means to serve homeowners effectively.

In conclusion, as Rocket Mortgage celebrates this impressive accolade for the 11th year running, it remains committed to pushing boundaries and setting standards in the mortgage lending sector, all while prioritizing the needs and satisfaction of its clients.