As part of our ongoing Service Excellence Programme, Mortgage Keys is keen to ascertain your  views and experiences of the customer service our consultants provide. This helps us to identify any areas that need be addressed and ensures that our clients receive “service beyond expectation”

We would be  grateful if you could spare a few moments of your time to complete this Client Satisfaction Questionnaire. Thank you in advance for taking the time to complete this questionnaire. Your views are important and we value your comments. If there are any issues raised which we feel need further information, we hope you would not mind if we speak to you personally.
 

Q1. Who is your mortgage consultant?

Q2. Did you meet him/her face to face?

Q3. When discussing your mortgage needs, how many financial advisory businesses did you  speak to (including us)?

One Two Three or more

Q4. Why did you choose to take a mortgage with Mortgage Keys? (tick all that apply)

Previous relationship
Recommended by someone else
Impressed by personal service received
Competitive rates
Independent mortgage advice with access to all lenders
Other* (*Please specify below)

Q5. Overall, how satisfied were to you with the level of service you received?

Extremely satisfied
Satisfied
Dissatisfied*
Very Dissatisfied* (* Please specify why below)

Q6. How satisfied are you with the service on the following aspects:

a) Accuracy of information given about your mortgage
Extremely satisfied
Satisfied
Dissatisfied*
Very Dissatisfied* (* Please specify why below)

b) Friendliness of Staff
Extremely satisfied
Satisfied
Dissatisfied*
Very Dissatisfied* (* Please specify why below)

c) Knowledge of your consultant
Extremely satisfied
Satisfied
Dissatisfied*
Very Dissatisfied* (* Please specify why below)

d) Speed of application process
Extremely satisfied
Satisfied
Dissatisfied*
Very Dissatisfied* (* Please specify why below)

e) The fee that was charged
Extremely satisfied
Satisfied
Dissatisfied*
Very Dissatisfied* (* Please specify why below)

Yes
No
If No, why did you not take out any life or critical illness cover?
I already have sufficient cover
I was offered protection but did not want to take it out
I was offered protection but found cheaper cover elsewhere
Life cover and critical illness was not discussed

Q8. Based on the overall service you have received, would you recommend us to others for a mortgage in the future?

Definitely
Probably
Possibly
No

Q9. Based on the overall service you have received, would you consider using Mortgage Keys to arrange your next mortgage?

Definitely
Probably
Possibly
No

Testimonials are valuable marketing tool to us. Please could you comment on your experience dealing with Mortgage Keys and your consultant.

Would you be happy for us to use your comment in our marketing literature or on our website?

Yes No

We would like to keep you up to date with news and information regarding various financial services by sending you our quarterly newsletter.
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