Overall Survey Results:

Roland J Gomez Jr & Dina L Pauley Survey

Please enter the information indicated below.

Answer	Number of Responses
First Name	62
Last Name	62
Email Address	61

Have you used Roland Gomez in the past for your mortgage needs?

Answer

100%

Number of
Responses

Response
Ratio

Yes

54.8%

43.5%

Other

1.6%

No Responses

0.0%

Totals

100%

During your loan process we updated you frequently as to the status of your loan. Please pick an option below that expresses how often you would to have liked to been updated.

Answer

100%

Number of
Responses

Response
Ratio

Every day

11.2%

Every week

19.3%

Every 2 - 3 weeks

1.6%

Every month

0.0%

I was updated perfectly as to the status of my loan.

64.5%

Other

3.2%

No Responses

0.0%

Totals

100%

Who did you speak with more frequently?

Answer

100%

Number of
Responses

Response
Ratio

Roland

72.5%

Dina

4.8%

Both The same

22.5%

No Responses

0.0%

Totals

100%

How would you rate your level of satisfaction with the originator - Roland J Gomez Jr

Answer

100%

Number of
Responses

Response
Ratio

Highly satisfied

98.3%

Somewhat satisfied

1.6%

Neutral

0.0%

Somewhat dissatisfied

0.0%

Highly dissatisfied

0.0%

Other

0.0%

No Responses

0.0%

Totals

100%

How does he rate on the following attributes?

1 = Well Below Average , 2 = Below Average , 3 = Average , 4 = Above Average , 5 = Well Above Average

Answer

Number of
Responses

Rating
Score*

Customer service

4.6

Professionalism

4.6

Response Time

4.6

Understanding customers' needs

4.5

Turn Time

4.5

Costs

4.3

Loan Origination Knowledge

4.6

*The Rating Score is the weighted average calculated by dividing the sum of all weighted ratings by the number of total responses.

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1 = Well Below Average , 2 = Below Average , 3 = Average , 4 = Above Average , 5 = Well Above Average

Answer	1	2	3	4	5
Customer service	3 (4.9%)	0 (0.0%)	0 (0.0%)	10 (16.4%)	48 (78.7%)
Professionalism	4 (6.5%)	0 (0.0%)	1 (1.6%)	9 (14.5%)	48 (77.4%)
Response Time	4 (6.6%)	0 (0.0%)	0 (0.0%)	11 (18.0%)	46 (75.4%)
Understanding customers' needs	4 (6.5%)	0 (0.0%)	1 (1.6%)	10 (16.1%)	47 (75.8%)
Turn Time	4 (6.5%)	0 (0.0%)	0 (0.0%)	13 (21.0%)	45 (72.6%)
Costs	3 (5.0%)	1 (1.7%)	9 (15.0%)	10 (16.7%)	37 (61.7%)
Loan Origination Knowledge	4 (6.5%)	0 (0.0%)	0 (0.0%)	9 (14.5%)	49 (79.0%)

Hold the mouse over each color of the bar to see the number of respondents.

Answer

Number of
Responses

Rating
Score*

Customer service

16%

79%

4.6

Professionalism

15%

77%

4.6

Response Time

18%

75%

4.6

Understanding customers' needs

16%

76%

4.5

Turn Time

21%

73%

4.5

Costs

15%

17%

62%

4.3

Loan Origination Knowledge

15%

79%

4.6

If you dealt with Dina Pauley the processor how would you rate her?

1 = Well Below Average , 2 = Below Average , 3 = Average , 4 = Above Average , 5 = Well Above Average

Answer

Number of
Responses

Rating
Score*

Customer service

4.4

Professionalism

4.5

Response Time

4.4

Understanding customers' needs

4.4

Knowledge on her job

4.5

Loan Origination Knowledge

4.5

*The Rating Score is the weighted average calculated by dividing the sum of all weighted ratings by the number of total responses.

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1 = Well Below Average , 2 = Below Average , 3 = Average , 4 = Above Average , 5 = Well Above Average

Answer	1	3	4	5
Customer service	4 (8.5%)	2 (4.3%)	6 (12.8%)	35 (74.5%)
Professionalism	4 (8.5%)	2 (4.3%)	5 (10.6%)	36 (76.6%)
Response Time	4 (8.5%)	2 (4.3%)	7 (14.9%)	34 (72.3%)
Understanding customers' needs	4 (8.7%)	2 (4.3%)	6 (13.0%)	34 (73.9%)
Knowledge on her job	4 (8.7%)	2 (4.3%)	5 (10.9%)	35 (76.1%)
Loan Origination Knowledge	4 (8.7%)	2 (4.3%)	3 (6.5%)	37 (80.4%)

Hold the mouse over each color of the bar to see the number of respondents.

Answer

Number of
Responses

Rating
Score*

Customer service

13%

74%

4.4

Professionalism

11%

77%

4.5

Response Time

15%

72%

4.4

Understanding customers' needs

13%

74%

4.4

Knowledge on her job

11%

76%

4.5

Loan Origination Knowledge

80%

4.5

How likely are you to continue doing business with us?

Answer

100%

Number of
Responses

Response
Ratio

Very likely

95.1%

Somewhat likely

3.2%

Neutral

1.6%

Somewhat unlikely

0.0%

Very unlikely

0.0%

No Responses

0.0%

Totals

100%

In terms of how quickly we closed your loan would you say we are:

Answer

100%

Number of
Responses

Response
Ratio

Extremely Slow

1.6%

Slow

0.0%

Fast

20.9%

Lightening Quick

16.1%

We definately know how to meet the customers needs

61.2%

No Responses

0.0%

Totals

100%

How likely is it that you would recommend our services to a friend or colleague?

Answer

100%

Number of
Responses

Response
Ratio

Very likely

100.0%

Somewhat likely

0.0%

Neutral

0.0%

Somewhat unlikely

0.0%

Very unlikely

0.0%

No Responses

0.0%

Totals

100%

What is your gender?

Answer

100%

Number of
Responses

Response
Ratio

Male

41.9%

Female

53.2%

Prefer not to answer

3.2%

No Responses

1.6%

Totals

100%

Which category describes your age?

Answer

100%

Number of
Responses

Response
Ratio

18 - 24

4.8%

25 - 34

24.1%

35 - 44

29.0%

45 - 54

17.7%

55 - 64

19.3%

65 or older

4.8%

Prefer not to answer

0.0%

No Responses

0.0%

Totals

100%

Do you have any suggestions for improving our services?

	Number of Responses
	23

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