Calvert Home Mortgage on why NPS scores, not just funded volumes, define real success
Private and alternative lenders have built their businesses on flexibility, access to capital and mortgage products not offered by financial institutions. Calvert Home Mortgage Investment Corporation believes those strengths are only part of the equation. The company has built its growth strategy around the principle: growth is earned through the customer experience.
For Calvert, the customer experience isn't a single department or a corporate initiative. It's the lens through which every business decision is made, improvements are prioritized and the way teams work together to deliver better outcomes.
Whether it's improving turnaround times, refining underwriting processes, enhancing valuation procedures, or streamlining funding administration, the objective remains the same: how can we make it easier for mortgage brokers and borrowers to achieve their goals? Operational improvements are not pursued for efficiency alone, they are implemented to create a more seamless, predictable, and supportive lending experience.
"We believe that behind every mortgage is a real person, a family, or a business with real challenges and opportunities. We want everyone we work with to be better off from their experience with us." says Dean Koeller "That's why we are committed to doing the hard work of creating an effortless experience."
This philosophy extends throughout the organization. Teams are empowered to work collaboratively with mortgage brokers, recognizing that successful partnerships are built on trust, transparency, and responsiveness. Rather than viewing themselves solely as a transactional lender, Calvert sees its role as helping mortgage brokers deliver successful outcomes for their clients by providing the expertise, support and collaboration that strengthens their value as trusted advisors.
That commitment to service is also reflected in how the company measures success.
While funded volumes and growth remain important metrics, Calvert actively seeks feedback throughout the customer journey. Net Promoter Score (NPS) surveys provide insight into client satisfaction, while lost-deal surveys help uncover opportunities for improvement. New clients are also asked to share feedback after their first funding, creating an ongoing dialogue that informs future enhancements.
The goal isn't simply to collect data, it's to listen. Every survey response, mortgage broker conversation, and client interaction becomes an opportunity to identify friction points and improve the experience.
In the first quarter of 2026, newly funded clients awarded Calvert an NPS score of 98, while mortgage broker partners rated the company at 88 in 2025, results that suggest the company's emphasis on service is translating into strong relationships across both sides of the lending experience.
“We know that mortgage brokers and borrowers have options when it comes to mortgage solutions. We want to make sure that we are listening, understanding and responding in a way that will ensure we are winning their business both today and tomorrow. “ Dean Koeller
Those insights help shape everything from communication practices to process improvements, ensuring the organization continues to evolve alongside the needs of the market.
In an industry where speed and pricing often dominate the conversation, Calvert believes service remains a powerful differentiator. By continuously investing in the experience of brokers and borrowers, the company has created a culture where growth is not the objective of customer service, it is the outcome.
“Our business operates with a culture of care and it starts with being there for our clients and helping them solve the challenges that they face, with trust, education and a solution mindset.”
Because when organizations focus on helping people succeed, growth follows.
This article was provided by Calvert Home Mortgage Investment Corporation
