Its score is higher than it garnered in Q2
Gen H, a fintech mortgage lender, has received a score of 87 on its latest customer net promoter score (NPS) survey. This was a higher score than it had received for Q2, which was 80.
“Our team works very hard to make sure we’re always delivering the best possible outcomes for our customers, and it’s wonderful to see that effort reflected in our NPS score,” said Pete Dockar (pictured), the chief commercial officer of Gen H.
“This score reflects the level of service our customer’s experience across all our channels, so thanks are due to the many great brokers we work with as well as our exceptional in-house advisors.”
Customers commended the lender’s friendly and helpful customer service team as well as their mortgage products, flexible criteria, and simple processes.
“The staff are knowledgeable and genuinely want to help you. Other lenders often care about stats or procedures and have a rigid process. [Gen H] staff are always trying to work with you in one of the most stressful purchases in life,” a customer said.
The lender’s broker NPS score was 83.
Around 87% of the respondents were promoters while only 2% were detractors. A total of 100 customers answered the survey across both the direct to consumer and broker channels of the lender.
The NPS is a metric used in customer experience programmes that measures the loyalty of customers to a firm as well as the overall relationship of the customer with the company.
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