STRATMOR Group, a consulting firm that helps mortgage banks build profitable mortgage lending operations, has added a new multilingual functionality to its MortgageSAT borrower satisfaction survey so that lenders can survey Hispanic borrowers. This enhanced offering supports the Mortgage Bankers Association's (MBA) diversity initiatives.
‘We agree with the MBA's assessment regarding the importance of diversity in the makeup of customer service teams and management as the U.S. mortgage market continues to change over the next decade,’ says Garth Graham, senior partner at the STRATMOR Group.
‘But, we won't know how well these efforts are working if we don't enable our technologies to talk to these borrowers in their own language. Now, MortgageSAT has the ability to survey Hispanic borrowers in their preferred language,’ explains Graham.
According to the company, MortgageSAT is the mortgage industry's only borrower satisfaction measurement tool that offers lenders direct 24/7 borrower feedback, allows them to pinpoint sources of dissatisfaction and enables them to take corrective action.
Further, STRATMOR says MortgageSAT is the only tool on the market that allows lenders to benchmark their origination satisfaction scores against other participating lenders through a real-time Web portal and that can analyze satisfaction as it varies across borrower, loan and origination process attributes and by region, branch, loan officer and back-office personnel.