Celink Achieves Impressive 74 Net Promoter Score, Surpassing Industry Averages

Celink proudly announces a high net promoter score of 74, showcasing exceptional customer loyalty and satisfaction in the reverse mortgage servicing industry.

Celink Achieves High Customer Loyalty

Celink, a leading player in the reverse mortgage servicing industry based in Lansing, Michigan, has achieved an impressive net promoter score (NPS) of 74, showcasing its strong customer loyalty, as revealed in a recent client survey.

This remarkable score places Celink well above the average benchmarks for customer satisfaction found in the financial services sector.

Understanding the Net Promoter Score

Historically, the net promoter score—developed by Fred Reichheld two decades ago—serves as a key indicator for businesses to gauge customer loyalty and satisfaction, as well as the likelihood of customers recommending their services.

The score of 74 achieved by Celink signals a high level of engagement among its customers, according to insights from the well-regarded market research firm, Qualtrics.

Commitment to Exceptional Service

Marion McDougall, Celink’s CEO, expressed her pride in the company’s commitment to exceptional service in light of this achievement.

She pointed out that the average net promoter score for the financial services industry in 2023 stands at only 44, underscoring the positive feedback Celink has garnered from its clients about their experiences.

Celink plays a vital role in servicing the Home Equity Conversion Mortgage (HECM) program as mandated by the U.S. Department of Housing and Urban Development (HUD).

The company also acts as a subservicer for several major lenders within the industry.

Earlier this year, Moody’s Investors Service reaffirmed its assessment of Celink’s performance in reverse mortgage servicing as “above-average,” further validating the company’s excellence in this field.

Moreover, in 2023, Celink successfully renewed subservicing agreements with key companies in the reverse mortgage sector, such as Finance of America and Mutual of Omaha Mortgage.

The company continues its partnership with Altisource, focusing on the effective management of its HECM portfolio.

The widespread adoption of the net promoter score as a measure of customer sentiment is largely due to its simplicity and ease of use for businesses.

Bain & Company, the organization that pioneered the NPS, operates a specialized practice aimed at assisting companies with implementation projects, although it has opted to keep its revenue figures private.

Source: Housingwire