Customer Satisfaction
After every loan closing, we ask our customers for their honest, personal evaluation—by way of a confidential written survey—of their experiences working with our staff and going through the mortgage process. Their satisfaction rating is based on a numerical system of 1 to 5, with 5 having the highest value.
Survey results are updated monthly and averaged into the overall ratings listed below. Our clients’ unedited remarks follow.
98% of our respondents said they would do business with us again and refer Americana Mortgage Group to friends and family. We couldn’t ask for a higher compliment and are happy to be of service.
1=Not satisfied to 5=Very satisfied
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Overall Satisfaction
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Ease of the mortgage process
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4.600
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Personal attention provided
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4.775
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Diversity of mortgage options
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4.725
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Time from application to closing
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4.725
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Overall experience
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4.850
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Quality of Customer Service
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Loan Officer
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Processor
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Courteous, professional behavior
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4.925
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4.925
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Mortgage product knowledge
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4.875
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4.875
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Service provided
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4.750
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4.800
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Timeliness in responding to your requests
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4.825
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4.875
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Ability to anticipate/avoid/solve problems
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4.850
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4.725
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Availability/accessibility to you
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4.775
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4.975
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I was provided clear answers to my questions
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4.875
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4.950
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Your level of trust in their ability
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4.850
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4.825
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COMMENTS FROM OUR CLIENTS
I have been a repeat customer for quite a few years now. I have referred friends and family to you countless times with every one being completely satisfied. Keep up the great work!
I was very satisfied. I had heard nightmare stories about getting a mortgage, but it went perfectly for us and very timely. Lisa was a pleasure to deal with. I would recommend to others!
Everything associated with your service was excellent! We are very pleased and will recommend Americana at any opportunity. Thank you!
Bob was very helpful, patient early in the process as our target house changed--especially dealing with the realtor wanting unreasonable assurances to make (the) deal.
There were a number of change requests that we made. Both Bob and Lisa accomodated us immediately. Lisa never even let the ball slip. She took everything in stride and kept us moving forward. I work for Citibank. They would never have been able to handle this as smoothly.
First class operation! I have made numerous recommendations over the years. Keep up the great work!
Bob and Lisa are true professionals and they made the transaction very clear. Thank you!
Joe and Christine made the entire process a breeze. As a 20-year veteran real estate broker, I can honestly say you have a winning team with Joe and Christine.
Very professional and informative. Donna was wonderful at following up on things for us and getting right back to us.
The whole home buying experience was unnerving but Al and Lisa did a great job at trying to ease the way for novices like us. Thanks.
Looking forward to working with you again in the future. Made our life go smoothly.
It was a pleasure doing business with Americana. Thanks.
Competent and efficient service!
You were great to work with and helped me plenty. I've already used Americana again and recommended Americana.
Excellent service. Offers great mortgage products.
We would absolutely recommend Americana. Lisa was a pleasure to work with!
