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Ignorance is bliss......

By
Title Insurance with Bell Title /Triserv LLC

Dear friends,

Sometimes we don't know until it is too late.......so, how do we know or better yet, how do we find out?.......Surveys!

Surveys ARE great!. I recently sent one to my customers for their feedback and experience using our technology and settlement services. The feedback was honest and gave me a very clear indication of what WAS working and more importantly, what was NOT working. Now that sounds pretty obvious...sure we can make things better if we know about them, but in this particular situation, Cogent was bringing an untested system to the market and our single most important objective is to give a flawless experience to our customers....in a word we want it to be perfect.....Since most of my customers were folks I have worked with for many years, the thing I have found is sometime people are too polite to tell about their experience or worse they might omit some of the details and in many cases, they won't say anything.

Surveys allow for a forum to give honest answers without feeling like someones feelings might be hurt. The results were enlightening and we had immediate feedback and were able to use the data to fix any issues and it did not matter if there were real or percieved. The other thing is that is administered by an unbiased resource and therefore if the news is not exactly the way we expect, there is no defensive posturing. It also gives our customers the ability to be part of the solutions.


The link below is a great site that helps provide templates and customize surveys for literally just about anything and they manage the data in a very easy to understand format.

SurveyMonkey.com

Until next time, my friends

To your success!

Bo Hussung


Matching experienced and expert title processing with state of the art technology, gives the best loan closing in the country.

Bo Hussung
Vice President of Sales
phone ~ 615-438-7300
fax ~ 678-261-1594

email ~ bhussung@cogentca.com

web ~ www.cogentca.com

Comments (2)

Carey Pott
January Financial - Foothill Ranch, CA

Anonymity! It allows people to really let loose and tell you what they think without fear of you being hurt. We send out surveys to our clients too, and we always love hearing what they have to say.

Jun 17, 2008 10:59 AM
Richard Byron Smith, NMLS #184479
Mortgage Loan Officer, Fairway Independent Mortgage Corporation NMLS #2289 - Chattanooga, TN
Mortgage Loan Officer

Bo,

I have used constant contact for surveys and polls. We signed with them originally for newsletters (after failing miserably to create my own newsletter from scratch).

I was able to put a survey on my website, and we now send a survey with each closed loan. I have not compared with surveymonkey.com, but will look.

Richard

Jun 17, 2008 01:31 PM