About this report card
What it measures (and why it works)
The Relationship Retention Report Card is a short, current-state grading tool for individual loan officers. It scores how consistently you stay in touch with past clients — which, more than anything else, decides whether they think of you again when it's time to buy or refi.
Why we built it for loan officers
Past clients rarely forget you on purpose — they forget you by default
Aduvo has spent 20+ years working exclusively with mortgage professionals. The top-producing LOs we work with all share the same pattern: their post-close communication runs on a schedule, hits the right moments, and isn't dependent on them remembering to do it. This report card is drawn directly from that pattern.
Scoring reflects the cadences and moments that actually keep past clients coming back.
Every gap is named specifically — birthday, home anniversary, review ask — with the point value of fixing it.
Written for producers between calls — no marketing jargon, no leadership survey questions.
The five sections
Communication Consistency · 30 pts
How often you touch past clients and whether it's on a planned schedule — not something that happens when you remember.
Personalization · 20 pts
Birthdays, loan anniversaries, and whether you tailor content to homeowner stage, loan status, loan type, rate, and years in the home.
Relationship Building · 20 pts
Seasonal notes, market updates, homeowner tips, education, and Realtor follow-up. The content that makes you useful all year, not just at close.
Automation · 15 pts
Whether your communications run automatically on triggers — application stage, loan status, closing date, birthday, home anniversary — or depend on your calendar.
Reputation & Referrals · 15 pts
Whether you're consistently asking every closed client for a Google review and a referral. The two moves that quietly compound over years.
How the score works
- • Each answer maps to a fixed point value — the more consistent and complete the behavior, the higher the points.
- • Section totals roll up to a 0–100 overall score, a letter grade (A–F), and a tier: Retention Rockstar, Relationship Builder, Hidden Opportunity, or At Risk of Being Forgotten.
- • Missing touchpoints are ranked by biggest point-lift so you know exactly what to fix first.
- • The optional bonus question (loans closed last year) is used only to project how many repeat loans your current grade is worth over four years.
Deterministic — no AI scoring, no benchmarks pulled from other users. Your answers stay on your device.