ANN ARBOR — CFI Group, a customer satisfaction technology and analytics firm, Monday announced the expansion of its industry partnership program with the addition of Stratmor Group, the leading mortgage industry advisory firm. CFI Group’s partnership with Stratmor Group creates MortgageSat, a customer survey and analytics application that captures borrower feedback and allows lenders to measure, benchmark and respond to borrower satisfaction.
As mortgage industry regulators focus on lender transparency and borrower experience, mortgage lenders are faced with the need to monitor and measure customer satisfaction as a means of compliance. The partnership couples mortgage industry-specific customer feedback programs with access to the national benchmarks of performance.
Said Sheri Petras, CEO of CFI Group: “Stratmor Group is a recognized expert in the mortgage lending industry and together we are bringing customer satisfaction measurement and benchmarking to the mortgage lending industry.”
CFI Group’s partnership program brings together industry thought leaders to co-develop industry-specific customer feedback programs.
“We were looking to develop direct customer feedback programs for mortgage lenders,” said Matt Lind, managing director at Stratmor Group. “We chose to partner with CFI Group because of their experience in a wide range of industries, as well as their ability to apply the internationally recognized methodology of the American Customer Satisfaction Index.”
MortgageSat is built upon CFI Group’s technology platform and leverages Stratmor Group’s client base.
CFI Group provides a customer feedback management technology platform that leverages the science of the American Customer Satisfaction Index. This platform continuously measures the customer experience across multiple channels, benchmarks performance, and prioritizes improvements for maximum impact. Founded in 1988 and headquartered in Ann Arbor, CFI Group serves global clients from a network of offices worldwide.
More at www.cfigroup.com.
Stratmor is a mortgage industry advisory firm that offers a range of programs designed to provide lender CEOs and senior executives in sales, marketing, technology and operations with comprehensive performance benchmarking data and a full spectrum of expert mortgage lending consulting services. The firm serves more than 250 companies operating in the sector and provides consulting on strategies and actions to improve growth and profitability, reduce risk or position themselves to make an acquisition or sell the company.