Every November, we contact thousands of Financial Aid Officers (FAOs) nationwide to hear feedback on ELM's products and services. This year's responses show an overwhelming 97.2% satisfaction rate, with 71.8% being "very satisfied". These numbers reflect how ELM's platform and strong campus partnerships continue to streamline private student loan processing.
Take Thomas Jefferson University, where one FAO's journey with ELM began in 2003. "ELM was the best decision I ever made," they shared. That same FAO is now at the University of Pennsylvania and they've brought that same streamlined loan process to their new institution. With 73.3% of users "very likely" and another 20.4% "likely" to recommend ELM to others, this story resonates – how relationships built over years of working together create lasting partnerships.
These partnerships come to life in the small moments. Kirk has become such a trusted resource at Gannon University that they consider him "the best." Then there's Juan Ortiz, whose problem-solving abilities have earned him multiple mentions in this year's survey. "Every time I contact him for help," one FAO wrote, "he not only fixes the problem but helps me understand what caused the issue." Another campus also said, "I would like to commend Sharon. I've connected with her on numerous occasions and always find her to be helpful."
A Financial Aid Officer with ten years of experience summarized what we hear from many: "If I ever have questions, they are always answered quickly and correctly the first time." This reliability keeps loan processing running smoothly behind the scenes while schools focus on their students.
The ELMOne platform continually evolves based on user experiences and feedback from the annual survey, check-ins, conferences, and training. "The ELMOne website is user-friendly, and there are lots of content and resources available," noted one user. The live chat feature has become particularly popular, offering instant support. Quick guides have proven valuable for those occasional tasks that don't come up often but must be done right.
Looking ahead, we're listening carefully to suggestions for enhancements that would help gain more efficiencies. Our survey results show requests for enhanced reporting capabilities, streamlined year-based loan processing, and more detailed notification systems. These insights are shaping our enhancement roadmap.
A particularly touching comment came from someone who's spent years in financial aid: "
I have worked with several agencies and Elm's customer service is the best." Feedback like this and our 97.2% overall satisfaction rate remind us of the real impact of getting things right, making someone's day a little easier and their work smoother.
For schools just starting their journey with us or those who've been with us for decades, our commitment remains the same: being there when you need us, making private loan processing as seamless as possible, and always listening to your feedback to improve tomorrow's experience.
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Do you have a suggestion or need assistance? Our team is just a call, email, or chat away.