Every mortgage company says it delivers excellent customer service. But very few ever bother to find out what their customers think about it.

At SunTrust Mortgage, we send a questionnaire to all retail mortgage customers the month after their loan closes. This survey asks in specific ways about the quality of their experience with us. After being analyzed by our corporate Service Quality Division, the results are reported each month to our top management. Sterling Edmunds, president of SunTrust Mortgage, personally reviews the findings and often calls loan officers and customers to discuss a particular point.

This high-level commitment underscores the expectation that everyone here will strive to provide a quality loan experience to each and every customer. The survey was created with this expectation in mind:

• Developed by marketing research professionals to produce objective, measurable data with which to compare and improve individual and group performance in targeted service areas.
• Allows us to compare the scores of different branch offices.
• Can be tracked back to individual originators. This powerful information lets us identify loan officers who are providing spectacular levels of customer service. (All handwritten customer comments are forwarded to the loan officer and his or her manager for review and follow-up.)
• Provides a mechanism to address individual customer concerns raised in the survey.

Our goal is to deliver a professional, trouble-free loan experience. Currently, our scores tend to fall between the top two (of five) service level categories. With the help of our loan officers and their support teams, we're going to push it to the very top.

If you're a customer-focused professional, we hope you'll consider joining us.

Summary: Why Join SunTrust Mortgage Retail?