Australian Franchise News – 09-11-11
Mortgage Choice, Australia’s largest independently-owned mortgage broker, has this month demonstrated its broker network’s capacity to exceed customer expectations to score in the high 90 percentile for overall satisfaction and potential for repeat and referral business.
According to the company’s monthly Customer Satisfaction Survey, 95% of the 200 recent customers surveyed in October were very satisfied with the overall service they received, representing a 12-month high.
Further to this, 95% were so pleased with the experience they would use the broker’s services again. It is the first time since May 2009 that this measure has reached this level of satisfaction.
The survey also found 96% of respondents would refer their family and friends to Mortgage Choice. The last time this measure reached such a high note was in January 2009.
Mortgage Choice CEO Michael Russell commented, “The high ratings our customers give to our franchise owners and their staff is testament to the fact that we continually meet the needs of consumers through our high quality service and credibility.”
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