First, choose the decision the survey answers will inform and write short, neutral questions. Send the survey soon after the relevant service stage. Keep it brief enough to finish and include an open field for issues the fixed questions miss.
For mortgage brokers, useful surveys measure parts of the process the business can change. Ask about explanations, communication, document requests and handoffs rather than seeking general praise.
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Choose the survey purpose
Decide whether you need to review onboarding, application updates, settlement or ongoing customer service. The survey platform is a practical choice based on privacy, access and reporting needs.
Write questions clients can answer
- Ask about one subject in each question.
- Use a consistent response scale for comparable questions.
- Avoid wording that suggests the preferred answer.
- Include not applicable when a client may not have used the service.
Sample questions include: How clear was the explanation of the next step? Did you know who to contact when you had a question? Which part of the service took more effort than expected?
Protect client information
Collect only the information needed for the stated purpose. Tell clients how responses will be used and whether they are anonymous. Check the survey provider, access controls, retention settings and export process against the brokerage’s data security requirements.
Send the survey after the relevant stage of the mortgage application process so the client’s memory is current.
Send and analyse the survey
Choose a delivery method that clients already use. Send one reminder if appropriate and avoid offering an incentive that could distort responses.
Group answers by process stage and look for repeated problems. Compare comments with file records before changing a workflow. If feedback identifies an urgent client issue, handle it directly instead of waiting for the next reporting cycle.
Close the feedback loop
Assign each agreed change to an owner and a due date. Tell clients about material service improvements where suitable. Surveys support stronger client relationships only when the brokerage acts on the answers.
