Rocket Mortgage Named #1 for Client Satisfaction in Mortgage Servicing by J.D. Power for the 11th Time
Rocket Mortgage (NYSE: RKT) has achieved a significant milestone by being named #1 in client satisfaction for mortgage servicing by J.D. Power for the 11th time, bringing their total J.D. Power awards to 23. The company led in key categories including Overall Satisfaction, Ease of Doing Business, Client Care, and Digital Experience.
The company's success is driven by innovative AI technology, including Rocket Logic – Synopsis, which handles over 3.4 million servicing calls annually. Additionally, Rocket Mortgage announced a transformative acquisition of Mr. Cooper Group Inc., which will expand their servicing portfolio to $2.1 trillion across nearly 10 million clients - representing one in six U.S. mortgages.
Rocket Mortgage (NYSE: RKT) ha raggiunto un traguardo importante, classificandosi al primo posto per la soddisfazione dei clienti nel settore dei servizi ipotecari secondo J.D. Power per l'undicesima volta, portando il totale dei premi J.D. Power a 23. L'azienda si è distinta in categorie chiave come Soddisfazione Complessiva, Facilità di Fare Affari, Assistenza Clienti ed Esperienza Digitale.
Il successo dell'azienda è guidato da tecnologie innovative di intelligenza artificiale, incluso Rocket Logic – Synopsis, che gestisce oltre 3,4 milioni di chiamate di assistenza ogni anno. Inoltre, Rocket Mortgage ha annunciato un'acquisizione trasformativa di Mr. Cooper Group Inc., che amplierà il loro portafoglio di servizi a 2,1 trilioni di dollari distribuiti su quasi 10 milioni di clienti - rappresentando un mutuo su sei negli Stati Uniti.
Rocket Mortgage (NYSE: RKT) ha alcanzado un hito significativo al ser nombrado #1 en satisfacción del cliente en servicios hipotecarios por J.D. Power por undécima vez, sumando un total de 23 premios J.D. Power. La compañía lideró en categorías clave como Satisfacción General, Facilidad para Hacer Negocios, Atención al Cliente y Experiencia Digital.
El éxito de la empresa está impulsado por tecnología innovadora de inteligencia artificial, incluyendo Rocket Logic – Synopsis, que maneja más de 3.4 millones de llamadas de servicio anualmente. Además, Rocket Mortgage anunció una adquisición transformadora de Mr. Cooper Group Inc., que ampliará su cartera de servicios a 2.1 billones de dólares entre casi 10 millones de clientes, representando una de cada seis hipotecas en EE.UU.
Rocket Mortgage (NYSE: RKT)는 J.D. Power가 선정한 모기지 서비스 고객 만족도에서 11번째로 1위를 차지하며 중요한 이정표를 달성했으며, 총 J.D. Power 수상 횟수는 23회에 이릅니다. 회사는 전반적인 만족도, 거래 용이성, 고객 관리, 디지털 경험 등 주요 부문에서 선두를 차지했습니다.
회사의 성공은 연간 340만 건 이상의 서비스 전화를 처리하는 Rocket Logic – Synopsis를 포함한 혁신적인 AI 기술에 힘입은 바 큽니다. 또한 Rocket Mortgage는 Mr. Cooper Group Inc.의 획기적인 인수를 발표했으며, 이를 통해 거의 1,000만 명의 고객에게 걸쳐 2.1조 달러 규모의 서비스 포트폴리오를 확장하게 되어 미국 모기지의 6분의 1을 차지하게 됩니다.
Rocket Mortgage (NYSE : RKT) a franchi une étape importante en étant nommé numéro 1 de la satisfaction client pour les services hypothécaires par J.D. Power pour la 11e fois, portant leur total de récompenses J.D. Power à 23. L'entreprise s'est distinguée dans des catégories clés telles que la satisfaction globale, la facilité de faire des affaires, le service client et l'expérience digitale.
Le succès de l'entreprise est porté par une technologie innovante d'intelligence artificielle, notamment Rocket Logic – Synopsis, qui gère plus de 3,4 millions d'appels de service par an. De plus, Rocket Mortgage a annoncé une acquisition transformative de Mr. Cooper Group Inc., ce qui élargira leur portefeuille de services à 2,1 trillions de dollars auprès de près de 10 millions de clients – représentant un prêt hypothécaire sur six aux États-Unis.
Rocket Mortgage (NYSE: RKT) hat einen bedeutenden Meilenstein erreicht, indem es zum 11. Mal von J.D. Power als Nummer 1 in der Kundenzufriedenheit im Bereich Hypothekenservice ausgezeichnet wurde, womit die Gesamtzahl der J.D. Power-Auszeichnungen auf 23 steigt. Das Unternehmen führte in wichtigen Kategorien wie Gesamtzufriedenheit, Geschäftserleichterung, Kundenbetreuung und digitale Erfahrung.
Der Erfolg des Unternehmens basiert auf innovativer KI-Technologie, darunter Rocket Logic – Synopsis, die jährlich über 3,4 Millionen Serviceanrufe bearbeitet. Zudem kündigte Rocket Mortgage die transformative Übernahme von Mr. Cooper Group Inc. an, wodurch ihr Serviceportfolio auf 2,1 Billionen Dollar bei fast 10 Millionen Kunden erweitert wird – das entspricht einer von sechs Hypotheken in den USA.
- Ranked #1 in J.D. Power client satisfaction for mortgage servicing for the 11th time
- Acquisition of Mr. Cooper Group will expand servicing portfolio to $2.1 trillion
- Successfully manages 3.4 million servicing calls annually through AI technology
- AI-driven chat system has handled over 50,000 financial hardship conversations
- Strategic acquisition of Redfin strengthens market position
- Large-scale acquisition of Mr. Cooper Group may present integration challenges
- Increased servicing portfolio size could lead to operational complexity
Insights
Rocket Mortgage's J.D. Power win and strategic acquisitions position it to dominate the mortgage ecosystem with significant market share growth.
Rocket Mortgage's 11th J.D. Power award for mortgage servicing satisfaction demonstrates consistent operational excellence in a relationship-driven business. Winning top rankings across all categories—Overall Satisfaction, Ease of Doing Business, Client Care, and Digital Experience—indicates a comprehensive service advantage that transcends any single operational area.
The company's investment in AI technology like Rocket Logic – Synopsis represents a strategic approach to balancing automation with personalization. This technology handles routine tasks while enabling human representatives to focus on relationship-building, which is particularly valuable in servicing—a business line with decades-long client relationships and higher profit margins than origination.
The pending acquisition of Mr. Cooper Group is transformative for Rocket's market position. The combined servicing portfolio will reach
When combined with the Redfin acquisition, Rocket is executing a comprehensive vertical integration strategy across the homeownership journey. By controlling customer touchpoints from property search through loan servicing, Rocket can capture customers earlier in their journey and maintain relationships through multiple transactions, potentially transforming mortgage economics from transaction-based to relationship-based revenue.
The AI focus mentioned throughout the release suggests Rocket is pursuing operational efficiencies through technology while attempting to maintain personalized service—addressing the fundamental tension in financial services between cost management and customer experience.
AI-powered servicing earns Rocket Mortgage top marks in overall satisfaction, ease, care and digital experience
This recognition is based solely on feedback from nearly 16,000 American homeowners. In addition to earning the highest score in Overall Satisfaction, Rocket Mortgage ranked #1 in Ease of Doing Business, Client Care and Digital Experience. The company also led across every brand image attribute, reaffirming its commitment to delivering a seamless, trusted servicing experience.
At the core of Rocket Mortgage's servicing excellence is innovation. To support more than 3.4 million servicing calls annually, Rocket Mortgage developed Rocket Logic – Synopsis, an AI tool that transcribes and analyzes conversations, allowing team members to focus on building long lasting relationships over routine tasks. This year, that commitment expanded with an AI-driven chat for clients facing financial hardship – offering compassionate, low-pressure support. More than 50,000 chats have taken place, reinforcing the mission to keep clients in their homes.
"At Rocket Mortgage, our business is built on the people we serve, and this award is a powerful testament to our 'Every Client. Every Time.' philosophy," said LaQuanda Sain, Executive Vice President of Servicing at Rocket Mortgage. "A client may work with their mortgage servicer for decades, and we take that long-term relationship seriously. By pairing smart technology with authentic human care, our team is redefining what it means to support homeowners at scale."
This recognition arrives at a pivotal moment as Rocket Companies boldly accelerates its mission to reimagine homeownership – making it simpler, smarter and deeply human. In a transformative step forward, the company announced a definitive agreement to acquire Mr. Cooper Group Inc., the nation's largest mortgage servicer. The acquisition will grow Rocket Mortgage's servicing portfolio to
Paired with its acquisition of Redfin, the most-visited real estate brokerage website in the country, Rocket is building an AI-powered, fully integrated ecosystem that eliminates friction and reduces complexity across the homeownership journey. These strategic moves reflect Rocket's bold, technology-driven vision and unwavering commitment to empowering millions of Americans. Together, they cement the company's position as the industry's most innovative leader and the premier, end-to-end platform for achieving the American dream of home.
Cautionary Statement Regarding Forward-Looking Information
This announcement may contain "forward-looking statements" within the meaning of Section 27A of the Securities Act of 1933, as amended, and Section 21E of the Securities Exchange Act of 1934, as amended. These forward-looking statements are generally identified by the use of words such as "anticipate," "believe," "could," "estimate," "expect," "intend," "may," "plan," "potential," "predict," "project," "should," "target," "will," "would" and, in each case, their negative or other various or comparable terminology. These forward-looking statements reflect our views with respect to future events as of the date of this document and are based on our management's current expectations, estimates, forecasts, projections, assumptions, beliefs and information. Although management believes that the expectations reflected in these forward-looking statements are reasonable, it can give no assurance that these expectations will prove to have been correct. All such forward-looking statements are subject to risks and uncertainties, many of which are outside of our control, and could cause future events or results to be materially different from those stated or implied in this document. It is not possible to predict or identify all such risks. These risks include, but are not limited to, the risk factors that are described under the section titled "Risk Factors" in our Annual Report on Form 10-K, Quarterly Reports on Form 10-Q, Current Reports on Form 8-K, and other filings with the Securities and Exchange Commission ("SEC"). These factors should not be construed as exhaustive and should be read in conjunction with the other cautionary statements that are included in this document and in our SEC filings. We expressly disclaim any obligation to publicly update or review any forward-looking statements, whether as a result of new information, future developments or otherwise, except as required by applicable law.
About Rocket Mortgage
The lender enables the American Dream of homeownership and financial freedom through its obsession with an industry-leading, digital-driven client experience. In late 2015, it introduced the first fully digital, completely online mortgage experience. Since its founding in 1985, Rocket Mortgage has closed more than
J.D. Power has ranked Rocket Mortgage #1 in client satisfaction for both primary mortgage origination and servicing 23 times – the most of any mortgage lender. Rocket Companies, Rocket Mortgage's parent company, has placed in the top third of Fortune's list of the "100 Best Companies to Work For" the list for 22 consecutive years.
For more information and company news visit RocketCompanies.com/PressRoom.
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SOURCE Rocket Mortgage
FAQ
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