At the time of your loan closing, you’ll be provided with a brief survey to complete (if you do not complete this paper version at the closing table, you’ll be given another opportunity via online survey approximately 10 – 14 days after your loan closing date). On this “Customer Experience Survey,” we ask the Net Promoter® question:
“On a scale of 0 – 10, how likely is it that you would recommend Apex Home Loans to a friend, family member, or colleague?”
If – based on the overall experience you’ve received from your Apex team – you are unable to answer with a 7 or above, we will send you a check for $500 (five hundred dollars). We only request that you first have a brief conversation with our Chief eXperience Officer (CXO), Steve Dorfman. As you might imagine, we’d like to learn from you how we can improve as a company and as a team. Your feedback always helps.
Since 1998, this has been our mission and our promise to you.
Before working with any service provider, it’s a good idea to check out their online reputation … even if that company has been recommended by someone you know.
To see what others are saying about their experience of working with our great team, check out our reviews on sites like Zillow, Google, Facebook, and Yelp. In addition to the countless 5-star reviews, we encourage you to take a look at what people are saying about their experience with the Apex team.
…so why aren’t more companies delivering a better experience? Apex is.
See the related Gartner article HERE
Apex Home Loans uses the same customer experience measurement question that is used by industry leaders such as: Nordstrom, Starbucks, Virgin Airlines, Apple, and The Ritz Carlton. NPS® measures your likelihood of recommending a company. This is (of course) paramount to any company that is looking to grow its business through positive word-of-mouth.
To discover more about NPS® click here: https://www.apexhomeloans.com/NPS
*NPS® (Net Promoter Score®) measures customer willingness to recommend a company
†Source: https://npsbenchmarks.com/ - Updated July 2018
**The Apex Experience Guarantee is valid on purchase and refinance loans originated by Apex Home Loans on or after 6/14/18. We reserve the right to change or discontinue our guarantee at any time. Limited to one $500 payment per funded loan.