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Customer care survey

As a valued customer your satisfaction with our service is very important to us. We constantly review our products, procedures and personnel to ensure we offer the very best service possible. The most effective way to do this is to have our customers` views and comments - both positive and negative - on their experience with us.

Client ref. number
Email Address:
1. How would you describe the service you received?
Excellent
Good
Average
Below Average
Poor
Answer
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2. Were you satisfied with the arrangements made for you?
Very satisfied
Satisfied
Not satisfied
Answer
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3. Do you agree that the salesperson (your first point of contact with us), explained the process clearly and concisely?
Strongly agree
Agree
Disagree
Strongly disagree
Answer
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4. How would you rate the service your underwriter, gave you?
Excellent
Good
Average
Below Average
Poor
Answer
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5. If you asked for an update on the progress of your application, was the information given promptly and accurately?
Yes
No
Answer
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6. Do you agree you were kept well informed about the progress of your application?
Strongly agree
Agree
Disagree
Strongly disagree
Answer
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7. If you received a visit from our field representative how did you rate their service?
Excellent
Good
Average
Below Average
Poor
Answer
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8. How did you hear about First Union?
Friend
Relation
Internet
Canvassed
Advert
IFA
Other
Answer
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9.What made you you choose First Union?
10. What would you say was important to you in selecting an arranger for your mortgage or loan?
(Tick all that apply)

Able to arrange when others can't

Have options explained clearly

Receive helpful & sympathetic assistance

Obtain mortgage quickly

Obtain low rate

Arrange with reputable lenders

11. Would you be happy to recommend First Union to other people?
Yes
No
Answer
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12. In your dealings with us do you feel that we have always put your interests first?
Yes
No
Answer
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13. Please give any comments on our service or suggestions for improvements.
14. May we use your comments in our publicity material?
(your name will not be revealed - only initials will be used).
Yes
No
Answer
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15. May we use your email address to send you updates on our services?
Yes
No
Answer
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