• Purpose of this Questionnaire
• Who Would Benefit from Purchasing this Questionnaire?
• General Description of the Information Obtained by this Questionnaire
• The Printing Process
• The Questionnaire Distribution and Receipt Process
• The Analysis Process
• Documents You Will Receive
• Return Postage
• Pricing

Purpose of this Questionnaire

Track satisfaction of people who have recently obtained a mortgage. Identify areas for improvement. Possibly use results in advertising.

Who Would Benefit from Purchasing this Questionnaire?

Any mortgage company or financial services company who would like customers to spread positive word-of-mouth advertising about the mortgage company/financial institution.

General Description of the Information Obtained by this Questionnaire

• Overall satisfaction.
• Would the customer recommend the mortgage company to a friend?
• Attribute ratings on the following attributes:
  • Courtesy
  • Thoroughness with which documentation requirements are explained
  • Respondent opinion on amount of documentation required
  • Ease of understanding application forms
  • Thoroughness of mortgage process explanation
  • Ease with which employees are reached
  • The extent to which the customer feels they are kept well-informed about application status
  • Employee responsiveness to customer concerns
  • Was all paperwork ready for closing?
  • Accuracy of paperwork
  • Was the mortgage company ready to close on the scheduled closing date?
  • Speed of loan approval
  • Fairness of treatment
  • Ease of doing business with the mortgage company
• Length of time required for loan approval.
• Amount of mortgage loan (four categories).
• Age of respondent.
• Household income of respondent.
• How mortgage company was selected. (This is a comprehensive list to aid in understanding which marketing tools are working best.)
• Location where mortgage was obtained. (Used in cases where there are multiple offices.)
• Customer comments and suggestions.

The Printing Process

We have a working relationship with a specialist in printing and direct mail. Once we have modified our questionnaire and cover letter to suit your business, our specialist will handle the printing.

The questionnaire is two pages long (one sheet, with printing on front and back).

The Questionnaire Distribution and Receipt Process

The mailing would be handled from your office. Questionnaires should be mailed to customers within one week following closing. The returned questionnaires can be mailed to us or to your office directly.

The Analysis Process

We will enter all data and provide monthly reports summarizing the quantitative results. All comments will be transcribed verbatim and included in the report.

You Will Receive Copies of the Following

• Questionnaires, customized with your company's name.
• Computer file containing a draft of a cover letter, to be printed on your letterhead.
• Return envelopes.

Return Postage

Our price includes return postage. At your choice, questionnaires can either be returned to your place of business or to ours. In either case, your customers should incur no postage costs, so the postage must be pre-paid. If you want the questionnaire to be returned to you, your return postage fees would be paid to the US Postal Service instead of The Business Research Lab. If you choose to have the questionnaires returned to you, we will adjust our price accordingly.

Pricing

For a bid, call us via our toll-free number, 1-866-960-9824. Or, if you prefer, contact us by e-mail at thelab@busreslab.com.