[Davy]

Great points Jon.

During one of my banking jobs we sent out a survey to everyone who closed a home loan with us. We asked the basic questions looking for satisfaction with the overall experience as well as the individuals the consumer worked with (loan officer, processor, closer).

We had a general freeform question about what the consumer didn’t like about our process, procedures, and their experience with us. That was a real eye opener. Our consumer were very adept at pointing everything wrong with what we were doing. In some cases their complaints were about state and federal regulations and disclosures we couldn’t control. But much of their feedback was legitimate criticism of processes and procedures we had spent lots of time and money creating and were pretty proud of; until we read the questionnaires.

I can’t remember exactly how the question was worded, but it was something like “What didn’t you like about your experience? What should we considering changing?”

From Prevost’s standpoint, a simple question at the end of the survey would have given them a bullet point list of things to work on.