94% of Mortgage Customers Surveyed Would Recommend Washington Trust!
September 30, 2024
According to customer satisfaction surveys, 94% of Mortgage customers would recommend Washington Trust to their friends and family members. This outstanding level of customer confidence reflects Washington Trust’s commitment to helping local residents achieve the dream of home ownership, by providing competitive mortgage products and exceptional service throughout the home-buying process.
“At Washington Trust, we understand that buying a home is one of the biggest financial decisions our customers will make, and we’re committed to delivering the best possible experience for every homebuyer” said Rolando Lora, EVP, Retail Lending. “These results reflect our dedication to building strong relationships and trust with our customers. Our Mortgage Loan professionals work closely with borrowers to be sure that they are well informed, have the personalized service and innovative solutions they need to make home ownership not only a reality, but an easy process as well.”
The Bank continuously surveys customers and has also achieved a Net Promoter Score (NPS) that demonstrates customer trust and satisfaction far exceeds industry averages. NPS is a widely recognized metric used to gauge customer satisfaction and loyalty by asking one simple question: “How likely are you to recommend our services to a friend or colleague?”
Responses are scored on a scale of 0 to 10. Customers who answer 9 or 10 are designated as “promoters” who are likely to refer Washington Trust. 94% of customers surveyed answered 9 or 10.
(Source: Washington Trust mortgage customer surveys, as of September 30, 2024)
“E-signing documents made the process so exceptionally easy!”
“Everything was presented to us in a very concise and straightforward approach. Any questions were quickly and accurately addressed.”
"Our Loan Officer was fabulous, and we are repeat customers.”
