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Customers of QuestSoft’s HMDA RELIEF software continue to rank the company’s customer service and products with the highest marks in the industry according to the latest independently administered survey conducted March 2, 2009. The survey asked questions regarding completion of HMDA, satisfaction with the company, ideas for enhancements, and areas where company performance could be improved. Survey questions also included whether customers were considering moving to new loan software systems and also asked them to rank compliance concerns.
The results were considered unheard of by many industry experts. Typical surveys involving mortgage technology generally result in fewer than 100 replies. However, the QuestSoft survey was answered by an astounding 746 respondents. The response rate of people who were emailed invitations was also unusually high at just under 25%. Most marketing experts consider a successful email survey response rate to be in the 5-7% range. Because of QuestSoft’s exemplary customer service reputation, customers responded positively at an overwhelming rate.
One of the key questions in the survey addressed user satisfaction in five different categories. QuestSoft’s customer support garnered an industry high 97.9% satisfaction rate despite last minute changes in the Federal Reserve’s encryption procedures this year. Also interesting to note was that QuestSoft’s Sales staff was given a high satisfaction rating overall, which is a testament to the relationship based sales model the company employs.
“QuestSoft prides itself on its emphasis on customer support. Our sales survey ranking also reflects the fact that our customers value the relationships they have with their sales representatives and appreciate the integrity of our products and services. Our goal is to save our customers time and money by automating the entire compliance process, and these survey results mean we consistently hit that mark”, said Leonard Ryan, QuestSoft President.
Ryan also added, “We wish to thank all who participated in this valuable survey. We received about 50 responses with enhancement ideas, many of which have already been incorporated into our development plans for this year.”
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