In that moment you are not thinking about the problems you've had along the way. You want to get out of the settlement company's office, you want to go immediately to your new home, you want to put this whole mess behind you. The community sales agent is sitting across the table from you. All is forgiven, right? You got your house, right? That is what they want you to think. Don't fall for it. Don't rate the builder highly just because you feel rushed. Go prepared. Below you will find survey questions very similar to the ones you'll see on the day of closing. Remember that teacher in high school who says during class "You may want to write this down. You may see it again."
SALES STAFF:
1) Was knowledgeable of the homes and community features
2) Clearly explained homebuying process
3) Set clear expectations on home buying process
4) Kept me informed of home's status during construction
5) Timely and effective communication by your sales consultant
6) Understood my needs
7) Demonstrated honesty and integrity
8) Was knowledgeable of financing options
9) Made buying process a pleasant experience
10) Overall satisfaction with the sales staff
Comments on sales staff:
DESIGN CENTER / OPTIONS SELECTION:
1) Staff was knowledgeable about available options
2) Scheduling of appointments was convenient and easy
3) Communication by the staff was clear
4) Staff was responsive to by budget and needs
5) A variety of options and upgrades were offered
6) Overall satisfaction with options
7) Overall satisfaction with Design Center
Comments on Design Center / Options Selection:
CONSTRUCTION STAFF:
1) Explained the construction process clearly
2) Explained the Home Orientation Process clearly
3) Demonstrated honesty and integrity
4) Answered questions clearly and accurately
5) Solved problems and followed through with requests
6) Overall satisfaction with the construction staff
Comments on Construction:
HOME READINESS / FINAL WALK-THROUGH:
1) Builder's staff was pleasant to work with throughout the process
2) Warranty policies were reviewed and explained clearly
3) The original home completion date given to you was accurate
4) My home was complete, clean, and ready at time of closing
5) Exterior of home was ready at time of closing
6) Overall satisfaction with the Home Orientation/Final Walk-Through
7) Overall satisfaction with the Home's Readiness
Comments on Home Readiness / Final Walk-Through:
HOMEOWNER SERVICE:
1) Was patent and courteous
2) Contacted me promptly after a service request
3) Explained the warranty program clearly
4) Demonstrated honesty and integrity
5) Was professional in dress and appearance
6) Provided high quality of work
7) Left my home clean after service work
8) Overall Satisfaction with the Homeowner Service
Comments on Homeowner Service:
PRICE / VALUE:
1) Value for the price paid for my home
2) Value for the price paid for upgrades and options
3) Overall satisfaction with value
Comments on Price / Value
HOME FEATURES:
1) Plumbing
2) Carpeting
3) Floor coverings
4) Sidewalks and driveways
5) Interior Doors
6) Exterior Doors
7) Cabinets and finish
8) Interior walls (Drywall)
9) Exterior walls, trim, and paint
10) Interior paint
11) Interior trim
12) Windows
13) Lighting fixtures
14) Landscaping
15) Kitchen appliances
16) Kitchen countertops and vanity tops
17) Overall satisfaction with the quality of materials
18) Overall satisfaction with the quality of workmanship
Comments on Home Features:
RECREATIONAL FACILITIES:
1) Please rate the recreational facilities of your builder (tennis courts, park area, pool)
Comments on Recreational Facilities:
OVERALL IMPRESSIONS:
1) Please rate your overall experiance with your builder
(if 5 or less...) Your builder always strives to achieve a 6. Please suggest what they could do differently to improve your overall satisfaction:
2) Overall, would you recommend your builder to family and friends:
Definitely Yes Most Likely Unlikely Definitely Not
3) Since your purchase, how many recommendations of your builder have you made?
4) What did you like the least about your home / home buying experience?
5) What did you like the most about your home / home buying experience?
6) If you would like to recognize any individual for providing outstanding service, please do so here:
MORTGAGE:
1) Did your sales consultant recommend K. Hovnanian American Mortgage?
2) Was the application process convenient for you?
3) Did you receive a call to confirm receipt of your loan application?
4) Did your account manager review your financing needs and the loan programs available to you?
5) Did your account manager review your estimated closing costs with you?
6) Were you satisfied with the timeliness of your loan commitment?
7) Were you contacted at least 30 days prior to closing to review the documentation needed to finalize your loan?
8) Did your mortgage company inquire as to how often you would like to hear from them throughout the loan process, and did they deliver upon your expectation?
9) Did your mortgage company return all calls not requiring immediate assistance within a 24 hour timeframe?
10) Please rate your overall experience with your Account Manager
11) Please rate your overall experience with K. Hovnanian American Mortgage
If 5 or less... Your Mortgage Company always strives to achieve a 6. Please suggest what they could do differently to improve your overall satisfaction.
12) If a friend/relative were considering the purchase of a K. Hovnanian Home would you recommend K. Hovnanian American Mortgage?
Definitely Yes Most Likely Unlikely Definitely Not
(If Unlikely or Definitely Not...) Please suggest what your Mortgage Company could do to improve:
Comments on Mortgage:
The rest of the survey would be demographics questions.