Customer Satisfaction

At Nationwide Mortgage Services, we want to thank you for giving us the opportunity to serve you. Please help us serve you better by taking a couple of minutes to tell us about the service that you have received so far. We appreciate your business and want to make sure we meet your expectations.

In thinking about your most recent experience with our company, was the quality of customer service you received:

	Very Poor
	Somewhat Unsatisfactory
	About Average
	Very Satisfactory
	Superior

If you indicated that the customer service was unsatisfactory, would you please describe what happened?

The process for getting your concerns resolved was:

	Very Poor
	Somewhat Unsatisfactory
	About Average
	Very Satisfactory
	Superior

Would you please take a few moments to describe what happened?

Now please think about the features and benefits of your loan itself. How satisfied are you with your new loan?

	Very Poor
	Somewhat Unsatisfactory
	About Average
	Very Satisfactory
	Superior

Would you please take a few moments to describe why you are (not) satisfied with your loan?

Your Loan Specialist Representative

The following questions pertain to the Loan Specialist Representative who handled your case. Please indicate whether you agree or disagree with the following statements:

Your Loan Specialist was very courteous:

	Strongly Agree
	Agree
	Neutral
	Disagree
	Strongly Disagree

Your Loan Specialist handled your case in a timely fashion manner:

	Strongly Agree
	Agree
	Neutral
	Disagree
	Strongly Disagree

Your Loan Specialist was very knowledgeable:

	Strongly Agree
	Agree
	Neutral
	Disagree
	Strongly Disagree

10.

Are there any other comments about your Loan Specialist you would like to add?

About your Home Loan Process:

The following questions pertain to the process by which your most recent service contract was handled. Please indicate whether you agree or disagree with the following statements.

11.

The waiting time for having my questions addressed was satisfactory:

	Strongly Agree
	Agree
	Neutral
	Disagree
	Strongly Disagree

12.

My communications were quickly transferred to the person who best could answer my questions:

	Strongly Agree
	Agree
	Neutral
	Disagree
	Strongly Disagree

13.

The automated Loan Status System made the customer service experience more satisfying:

	Strongly Agree
	Agree
	Neutral
	Disagree
	Strongly Disagree

14.

Considering your overall experience offered by us, including Customer Service, your loan features and benefits, and cost; how satisfied are you with our company?

	Very Satisfied
	Somewhat Satisfied
	Neutral
	Somewhat Dissatisfied
	Very Dissatisfied

Thank you for your feedback. We sincerely appreciate your honest opinion and will take your input into consideration while providing better loan programs and services in the future.

15.

Please enter any additional comments you may have.