At Highlands Residential Mortgage, we’re passionate about delivering an experience that’s not only efficient and professional—but personal. One of the most meaningful ways we measure that experience is through our Net Promoter Score, or NPS.
If you’re unfamiliar with NPS, let’s break it down.
What Is a Net Promoter Score?
Net Promoter Score is a widely used metric that gauges customer satisfaction and loyalty. It’s based on one powerful question:
“How likely are you to recommend our company to a friend or colleague?”
Respondents answer on a scale from 0 to 10. Based on their responses, they fall into three categories:
- Promoters (9–10): Loyal fans who are likely to refer others
- Passives (7–8): Generally satisfied, but less enthusiastic
- Detractors (0–6): Unhappy customers who may not recommend you
A company’s NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters. The score can range from -100 to +100.
In the mortgage industry, an NPS over 70 is considered excellent. Now let’s talk about how Highlands stacks up.
Our NPS Results: Six Years of World-Class Performance
We’re proud to share that Highlands Residential Mortgage has maintained an average Net Promoter Score of 96.45 over the past six years – a truly elite level of customer satisfaction.
In fact, our most recent NPS was:
- 97.09 in 2024
- 97.26 in 2023
- 96.53 in 2022
And these aren’t based on small sample sizes. Every year, we receive thousands of verified customer survey responses – over 5,000 in 2024 alone – and more than 97% of those customers rated us as a 9 or 10.
What This Means For You
These results aren’t just numbers. They reflect the care, communication, and commitment our team brings to every loan, every client, every time.
Here’s what our consistently high NPS means:
- Clients trust us enough to recommend us, that’s the highest compliment
- Our process works with smooth closings, responsive teams, and real results
- We’re not just another mortgage company, we’re a partner people believe in
Final Word
For us, NPS isn’t just a score, it’s a reflection of the trust we’ve built, the service we provide, and the standard we set. Whether you’re a customer, real estate agent, builder, or referral partner, you can count on Highlands to deliver the kind of experience you’ll feel confident recommending.
Want to see why our customers keep coming back and bringing their friends? Let’s connect.
