Post-Close Customer and Referral Partner Surveys
Mortgage Returns offers an automated email survey product to help you track service levels for customers and real estate agents. Here are a few benefits of the survey:
•Measure the satisfaction of your clients
•Measure the satisfaction of your agents
•Identify areas for improvement
•Gain key insights and feedback
•Benchmark results against your peers
The customer survey can be delivered to clients and agents as part of a six-touch post-close email campaign. Survey results are accessed through the Mortgage Returns Relationship Manager core system.
Enroll in the standard survey campaign free-of-charge or customize the survey questions for an additional $250 investment.
Scoring and Analysis
The first question in the survey follows The Net Promoter Scoring Model (NPS). The Net Promoter Score asks your customers to respond to a question on a 10 point rating scale. The scale is then divided into three (3) sections.
Promoters – Users who gave a 9 or 10
Passive – Users who gave a 7 or 8
Detractor – Users who gave a score between 0 and 6
Questions 2-4 on the survey follow The American Customer Satisfaction Index (ACSI),
a well-known national customer satisfaction index model. These questions rate the overall satisfaction of consumers on a 10-point scale.