Customer Satisfaction Survey.

Universal Mortgage Solutions takes treating customers fairly extremely seriously and value feedback on the products recommended and service received. We would therefore appreciate it if you would answer the following questions open and honestly.

Where applicable, please rate the following (Please circle the rating using the 1-5 scale below where 5 = Excellent, 4 = Good, 3 = Satisfactory, 2 = Less than satisfactory and 1 = poor) and / or answer yes, no or provide additional information where requested.

This survey is completely confidential, and no personal questions are asked.

Section One: Service

1. Service is well defined – I know what I am getting 5 4 3 2 1
2. Service is always provided in a timely manner 5 4 3 2 1
3. All staff in the business are very helpful 5 4 3 2 1
4. I can always get hold of the right person 5 4 3 2 1
5. The business holds accurate information about me 5 4 3 2 1
6. I understand what I am being charged for service and advice 5 4 3 2 1
7. The business ‘treats its customers fairly’ 5 4 3 2 1
8. The channels to make a complaint were clearly defined within our Company IDD, Key Facts to our Service Document? 5 4 3 2 1

Section Two: The Adviser

1. The Adviser took time to understand my needs 5 4 3 2 1
2. The Adviser explained how the product worked 5 4 3 2 1
3. The Adviser’s recommendations took account of my attitude to risk 5 4 3 2 1
4. The Adviser works well with other professionals (e.g. my accountant) 5 4 3 2 1
5. The Adviser gives me objective advice 5 4 3 2 1
6. The Adviser does not put me under pressure 5 4 3 2 1
7. My affairs are reviewed in a timely manner 5 4 3 2 1

Section Three: Communications

1. Letters and brochures are easy to understand 5 4 3 2 1
2. I am kept up to date with the value of my investments 5 4 3 2 1
3. The number of communications I receive is about right 5 4 3 2 1
4. Communications are relevant to me 5 4 3 2 1
5. My queries are properly considered 5 4 3 2 1
6. I always receive a reply to my queries 5 4 3 2 1

Section Four: Overall Experience

1. Did you receive a satisfactory introduction and explanation of the services available? 5 4 3 2 1
2. Were you provided with a “Terms of business letter” and document entitled “Key Facts about our services”? Yes No
3. What is your understanding of these documents?
4. Was a “fact find” document completed? Yes No
5. What is your understanding of these documents?
6. Explanation of mortgage and / or insurance products 5 4 3 2 1
7. Were you provided with a Key Facts Illustration for the mortgage? Yes No
8. What is your understanding of these documents?
9. Clarity of Suitability Letter 5 4 3 2 1
10. After sales service 5 4 3 2 1
11. Overall how happy are you with the service that you received? 5 4 3 2 1
12. Additional information (optional)  
a) Would you use the broker again? Yes No
b) Name:
c) Broker Used
d) Would you like to make any additional comments regarding the service received?

 

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