ADDISON, TX: February 2008 — The National Business Research Institute (NBRI) is pleased to confer the distinction of Customer Satisfaction Excellence upon the SunTrust Mortgage Wholesale Division, and welcomes them to the NBRI Circle of Excellence.
“The SunTrust Mortgage Wholesale Division began the Best Practice of Continuous Improvement with their first Customer Survey in early 2007. As a result of customer survey research combined with targeted action, the SunTrust Mortgage Wholesale Division has realized great gains in customer satisfaction, which has sustained their impressive growth,” said Dr. Stringer.
Alex Jacobs, Executive Vice President and National Production Manager for SunTrust Mortgage’s Wholesale Division adds, “We are grateful to be recognized by NBRI for our commitment to customer service. We value the feedback our brokers provide to us, and use it to make improvements in our products and services.”
“Customer Satisfaction drives Financial Performance” said Dr. Jan Stringer, Organizational Psychologist at NBRI. “This award is a result of the SunTrust Mortgage Wholesale Division’s dedication to continually measuring and improving their customers’ satisfaction.”
To qualify for this honor, the organization must score at or above the 75th percentile when measured against NBRI’s Benchmarking Database and/or must improve 5 normative percentiles in total company score over the last survey.
NBRI conducts Customer and Employee Psychological Research for large businesses, and ‘reads the minds’ of these human factors that so significantly impact NBRI’s Client Organizations.
SunTrust Mortgage, Inc. is a wholly-owned subsidiary of SunTrust Bank, one of the nation’s largest banking institutions, serving a broad range of consumer, commercial, corporate, and institutional clients. As of December 31, 2007, SunTrust had total assets of $179.6 billion and total deposits of $117.8 billion. Headquartered in Richmond, VA, SunTrust Mortgage originates loans through 203 locations in SunTrust markets and adjacent states, maintains correspondent and broker relationships in 49 states, and services mortgage loans in 50 states and the District of Columbia. SunTrust Mortgage’s internet address is www.suntrustmortgage.com.
National Business Research Institute, Inc.
15305 Dallas Parkway; 3rd Floor
Addison, TX 75001
800-756-6168
www.nbrii.com
SunTrust Mortgage 
Wholesale Division
877-786-7411
www.STMPartners.com
Customer Loyalty: What it is and Why it’s Important
The State of Casino Gaming
Employee Engagement: Leading by Example