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Veterans United Home Loans receives highest score for customer satisfaction on J.D. Power survey

November 15, 2017

COLUMBIA, Mo. - In a study released Nov. 9 by J.D. Power, Veterans United Home Loans received the highest score of more than 25 mortgage lenders for customer satisfaction. Veterans United received an Overall Satisfaction Index rating of 889 based on a 1,000 point scale in the 2017 U.S. Primary Mortgage Origination Satisfaction Study. The entire study was based on responses from nearly 5,900 customers who originated a new mortgage or refinanced within the past 12 months, and was fielded in July-August 2017.

Our team is committed to providing the best possible experience to our Veterans and service members during their home buying journey, said Nate Long, CEO of Veterans United. Our priority isn't mortgages, it's ensuring the men and women who have served our country have the support they need to achieve the American dream of home ownership. This study reaffirms our employees unwavering commitment to serving military families.

The study provides an understanding of how mortgage companies can improve their customer satisfaction, loyalty and advocacy among six key factors: loan offerings, application/approval process, interaction, closing, on boarding and problem resolution. The study also evaluated critical drivers of satisfaction including: new home vs. refinance, first-time home buyers vs. repeat purchase, various demographic segments and specialty programs.

Veterans United posts more than 100,000 unedited and unfiltered customer reviews on its website. Of the reviews, 97.7 percent would recommend Veterans United to friends and family and the average satisfaction rating is 4.7 out of 5.

Veterans United was not eligible for inclusion in the ranking, and therefore the award, because it primarily originates mortgages for Veterans and service members.

Veterans United Facts

  • $16.4 billion
    in loans financed in 2019
  • No. 17 on the 100 Best Companies to Work for List
    published by Great Place to Work and Fortune in 2020
  • More than $50 million
    raised for nonprofit charitable arm, Veterans United Foundation since Nov. 2011
  • More than 3,000 employees
    in more than 20 states

Featured In

  • Chicago Tribune
  • Los Angeles Times
  • Yahoo! Finance
  • US News & World Report
  • CNN Money
  • The New York Times
  • INC 500

Newsroom

Media Team

John Quin
Director of Communications, Veteran
(800) 814-1103 ext. 4540
john.quin@vu.com

Chris Cline
Senior Media Relations Specialist
(573) 817-4523
communications@vu.com

Meet The Expert

Chris Birk, Director of Education at Veterans United Chris Birk
Author, The Book on VA Loans

Chris is the nation’s leading expert on VA Loan benefits. He authored The Book on VA Loans in 2011, and maintains the VA Loans Insider blog. Chris writes about military home buying and the mortgage industry for a host of sites and publications, from Zillow’s Mortgages Unzipped and About.com to the Huffington Post and Motley Fool. Members of the media may request a free copy of The Book on VA Loans to learn more about the VA loan program.

See Chris' Bio »