Overview
New American Funding (NAF), a leading mortgage lender, partnered with Experience.com to revolutionize its approach to customer experience. What started as an initiative to collect reviews and improve visibility quickly evolved into a comprehensive strategy that elevated NAF’s brand, empowered its loan officers, and positioned the company as a market leader.
This case study illustrates the journey NAF took from underwhelming review volumes and limited reputation control to becoming a powerhouse of verified feedback and top search performance across locations.
The Challenge: Limited Reviews, Low Visibility
Despite having over 1,000 loan officers, NAF had generated under 4,000 reviews across platforms like Zillow, Google, and more. Google reviews were particularly scarce (fewer than 500 overall), limiting their discoverability and digital reputation.
With no centralized strategy to manage the customer experience or to support loan officers in building their own brands, NAF lacked the tools to scale its reputation effectively in a crowded market.
The Experience.com Advantage
Experience.com provided NAF with a powerful experience management platform that enabled automated, verified review collection and distribution. In just 18 months:
- NAF captured 35,000+ customer reviews, far surpassing all previous efforts.
- Achieved a 60% survey completion rate, an industry-leading milestone.
By July 2025, NAF had:
- 386,000 total reviews, of which 341,632 were 5-star.
- An average star rating of 4.9.
- A Net Promoter Score (NPS) of 89.
Google Reviews: A Powerful Feedback Loop
Experience.com also helped NAF optimize their Google conversion funnel:
- 12.5% of total customers left Google reviews after survey completion.
- Ratio: For every 10 Experience.com reviews, 3 Google reviews followed.
This significantly boosted NAF’s local SEO presence and gave prospective borrowers authentic, accessible insights at every stage of their journey, and these results positioned NAF as a leader in online reputation and trust within the mortgage space.
Platform-Wide Wins That Boosted Visibility
Experience.com’s platform didn’t just generate reviews; it empowered professionals to stand out in local searches through measurable reputation metrics.
- 5 team members exceeded an SRS of 800, a clear sign of their elite local visibility and brand strength.
Search Rank Score (SRS): Experience.com’s unique and innovative Search Rank Score is an 850-point rating system that measures a professional’s search visibility across online searches, and against competitors.
- 155 professionals ranked #1 in their local areas. These individuals appeared at the very top of search results on Experience.com and were also prominently visible in local Google search results, boosted by verified reviews, consistent listings, and other engagement metrics.
- 181 loan officers earned the Top 5% badge, signaling superior service, trust, and digital engagement in their respective locations.
Proof Through Comparison: Experience.com vs. Birdeye
In 2017, two mortgage companies launched with the same conditions: equal loan volumes, identical start dates, and the same number of loan officers. One of them, NAF, chose Experience.com, the other selected a competitor.
6 years later, the performance gap speaks for itself.
- NAF amassed 412,757+ reviews, compared to 149,840 for its peer.
- 310,900 reviews on Experience.com vs. 112,645 on the competitor platform.
- Google reviews: 43,200 (NAF) vs. 22,500 (competitor).
- Zillow reviews: 9,280 (NAF) vs. 4,366.
- Completion rate: 42% (NAF) vs. 22%.
- Social shares: 2.8 million for NAF. The competitor had none.
This stark contrast shows how platform choice drives tangible business outcomes.
Agent-Level Success: Real Results for Real Professionals
Amber Ernst (Senior Loan Consultant, Bettendorf, IA):
- 2,285 Experience.com reviews, 4.97 avg. rating
- 335 Google reviews
- Search Rank Score: 821
- #1 in local market
Cliff Saunders (Branch Manager, Spring, TX):
- 790 reviews on Experience.com, 4.98 avg. rating
- 377 Google reviews
- Search Rank Score: 826
- #1 in local market
Anna Wilson (Branch Manager, Decatur, AL):
- 641 Experience.com reviews, 4.97 avg. rating
- 60 Google reviews
- Search Rank Score: 828
- #1 in local market
These top performers benefited from enhanced visibility, brand authority, and customer trust through their personal Experience.com profiles.
Conclusion: CX, Visibility, and Reputation at Scale
NAF’s transformation with Experience.com proves the power of intentional experience management. From review generation to local search dominance, NAF leveraged every tool in the Experience.com platform to build a scalable, data-driven feedback engine.
Today, they don’t just compete in the mortgage industry—they lead.
