James Jian Lu

1. From 1 to 5, please rate the experience you had with your mortgage broker in terms of how you felt you were treated. 1 being unsatisfactory and 5 being excellent.

2. How confident were you in the knowledge of the mortgage advisor(s) you dealt with? 1 being not confident and 5 being extremely confident.

3. How well did we keep you updated about the progress of your mortgage application?

Not very well: I felt the need to chase

Well: I felt no need to chase

Very well: You exceeded my expectations

4. How easy was it for you to contact us to discuss your mortgage application?

Not easy

Easy

Not applicable

5. How efficiently did you feel that your mortgage application was dealt with?

Inefficiently

Reasonably efficiently

Not applicable

6. If a question or problem occurred, did we answer or rectify it satisfactorily?

Yes

No

Efficiently

7. Did you feel we provided you with an adequate range of financing options?

Yes

No

Not sure

8. Do you feel we adequately explained these options and any advantages or disadvantages?

Yes

No

9. Did we provide you with adequate explanations of the key features and costs of the mortgage you received?

Yes

No

Not sure

10. Are you comfortable with the mortgage product and lender that we placed you with?

Yes

No

Not sure

11. So far has your communication and interaction with this lender been:

Poor

Fair

Good

Excellent

12. Did you feel involved and engaged enough during the process?

Yes

No

13. In the next 3 to 5 years, do you plan to do any major renovations that will require a line of credit?

Yes

No, but interested in some information

No, not interested at this time

14. How Did You Hear About us?

General Advertising

Online Advertising

Referred by a realtor, builder, financial planner or others

Referred by a friend or family member

Repeat Client

15. Thinking about the overall level of service and expertise we provided, would you recommend us if asked?

Yes

No

James Jian Lu

COMPLETE A SURVEY

How did we perform?

How well did we explain things?

Planning for your future

ETC

Questions or Comments

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