Thanks for taking this brief survey. First we want to gather some Contact Information
 
 
 
First Name*
 
 
 
Last Name*
 
 
 
Your Company Name*
 
 
 
Your Phone Number?
 
 
 
Email*
 
 
 
For your company as a whole, what is your annual production level?*
 
 
 
 
 
 
 
 
 
Now we'll ask some questions about Surveying Borrowers
 
 
 
Does your company survey borrowers after closing?*
 
Yes, all borrowers
Yes, but not all borrowers
Not that I am aware of
 
 
 
 
 
 
 
 
 
 
Should Origination staff be measured on customer satisfaction? (all Origination staff, not just Loan Officers)
 
Yes, I want to know if borrowers were satisfied
No, its not necessary
 
 
Who should be rated on customer satisfaction?
 
The Originator
The Processor
The Closing person
The Underwriter
Only people that talk to the borrower
All these people
 
 
 
 
 
 
 
 
Survey Completion Methods
 
 
 
How do you go about surveying your borrowers?
 
Email invitation with online survey
Email invitation with email response
Phone survey
Mail a paper survey after closing
Provide paper survey at closing and it is mailed back
Paper survey completed at closing
 
 
 
 
 
 
 
 
Who is the survey sent by?
 
 
 
Who is the survey sent from?
 
Originator
Branch Manager
The parent company of the mortgage operation
Third Party; independant survey company
Senior executive of the mortgage operation
Other
 
 
 
 
 
 
 
 
Use of Survey Results
 
 
 
How does your company handle complaints or low ratings on satisfaction surveys?
 
Manager calls those cutomers
Originator calls those cutomers
Don't call but contact another way (email, letter, etc.)
Contact only those that are really bad
Don't make any contact
 
 
What do you do with positive survey responses?
 
Congratulate all staff
Congratulate only staff indentified
Publicize on social media
Publicize on company website
Publicize on originator website
Publicize with the referral source
All of the items above
 
 
Does your survey compare the results of other lenders?
 
Yes, we know how we compare to other lenders
No, we only know how we are rated
I never see any results
 
 
Is part of staff compensation tied to survey results?
 
Yes, some compensation is tied to survey results
No, the survey results are only used to inform staff
 
 
 
 
 
 
Type some text...  
 
Final Rating and Comment
 
 
 
How important do you think it is to survey borrowers?*
 

 
 
Do you have any final comments on customer satisfaction surveys?