CUSTOMER CARE SURVEYS

Post-Closing Survey

We value customer feedback and appreciate that you are taking the time to let us know how your home buying experience was with us. We will look at every answer and word that you submit and use it to improve our customer service and home building process.

Name*

Address

Community*

Homesite Number (Lot #)

Sales Agent

Construction Manager

Closing Date

Mortgage Company

SALES PROCESS SURVEY

1. Courtesy and professionalism of the Sales Staff:

2. Knowledge of the community and home features:

3. Explanation of the entire process of sales, construction and warranty:

4. Ability to respond to questions, follow-through, and solve problems:

5. Overall Satisfaction with Sales Staff:

DESIGN/OPTIONS SELECTION PROCESS

1. Sufficient range of choices:

2. Design selection process was clear and time limitation reasonable:

3. Overall Satisfaction with Design Selection Process:

CONSTRUCTION PROCESS

1. Site builder treated you with courtesy and respect:

2. Site builder's overall quality of work and attention to detail:

3. Ability of site builder to address and resolve problems in a timely manner:

4. Job site cleanliness and ability to keep job site well maintained:

5. Overall Satisfaction with builder:

FRAMING TOUR

1. Sufficient notice prior to meeting:

2. Purpose explained by sales staff:

3. Home site was clean and safe:

4. Information presented was relevant and useful:

5. Follow through by site builder on any items noted:

6. Overall quality and attention to detail:

HOME READINESS

1. Completion of home:

2. Purpose of Homeowner Orientation explained by sales representative:

3. Information presented at Homeowner Orientation was useful and relevant:

4. Home was correct according to design selection:

5. Overall Satisfaction with Home Readiness:

CLOSING PROCESS

1. Steps for preparation were clearly provided by sales representative (utilities, insurance,etc.):

2. Settlement figures provided for your review 24 hours prior to closing:

3. Closing personnel were courteous and professional:

4. Clarity in explanation of documents:

MORTGAGE PROCESS

1. Loan representative was courteous and professional:

2. Loan representative was knowledgeable about loan programs and options:

3. Loan representative provided you with answers to questions in a timely manner:

4. Loan representative always returned phone calls promptly:

5. Would you consider your lender for your next loan or refinance?

OVERALL EXPERIENCE

1. Why did you select Napolitano Homes to build your home?

2. Please rate your Overall Experience with the Napolitano Homes:

(If 4 or less...) Napolitano Homes always strives to achieve a 5. Please suggest what they could do differently to improve your Overall Satisfaction: Need area to type in answer.

3. Would you recommend Napolitano Homes to a friend or relative?
Yes
No

What are some of the things you like most about your new home?

If you were to change anything about your new home, what would it be?

What can Napolitano Homes do to continue to improve the new home buying experience?

Ask Kristen

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