PEACHTREE CITY, Ga.--STRATMOR Group, a consulting firm that helps institutions build profitable mortgage lending operations, said that Tennessee Valley Federal Credit Union (TVFCU) has agreed to use the company's MortgageSAT borrower satisfaction survey service to measure the borrower experience for their mortgage origination activity.
"Our primary focus is to provide excellent member experience in all dealings with TVFCU," said TVFCU CEO W. Blake Strickland in a statement. "While we feel we always provide that experience level, MortgageSAT gives us the ability to measure that service through the eyes of the member. This will allow us to determine actual service levels in all areas of the mortgage process and to compare how TVFCU is performing versus service levels of other lenders."
Tim Ryan, Sr. of MortgageSAT added that the solution “tells each lender how they are doing, and also tells them how they are doing compared to others. So, you can see how different parts of your process impact the consumer, and how you are doing compared to peers."