Lender Survey

2900-0569 Lender Survey Customer.doc

VA Voluntary Customer Surveys to Implement E.O. 12862

Lender Survey

OMB: 2900-0569

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E

Loan Guaranty Service

2007 Lender Survey

xperience (M&L Industry & VA)

1


Did your company close at least twenty-five VA Home Loans in the past 12 months? (MARK only one)



Yes

No


2


Do you work for: (MARK only one)



A headquarters/corporate Office

A branch Office


3


Approximately, how many VA loans did your company close in the past 12 months? (MARK only one)



25 to 50

51 to 150

151 to 500

501 to 1000

More than 1000


4


What is your primary job responsibility? (MARK only one)



Loan originator

Processor

Office manager

Quality control personnel

Upper/middle management

Broker/agent

Insurance or guaranty personnel

Other


5


How long has your company been in the mortgage industry? (MARK only one)



Less than 1 year

1 to 3 years

3 to 5 years

5 to 10 years

10 to 15 years


Contact & Customer Satisfaction with VA

6


Which Regional Loan Center has your company dealt with most frequently over the past 12 months (your primary Regional Loan Center)? (MARK only one)



<Use pull down list>


Atlanta, GA

Cleveland, OH

Denver, CO

Honolulu, HI

Houston, TX

Manchester, NH

Phoenix, AZ

Roanoke, VA

St. Paul, MN

St. Petersburg, FL

7


Has your company contacted VA personnel at this Regional Loan Center in the past 12 months? (MARK only one)



Yes

No


8


Why did you contact them? (Mark all that apply)




To order an appraisal

I had a problem with an appraisal

I had problems related to the loan number

I had underwriting questions

I had general loan processing questions

I had questions on the funding fee

I had a question with a Loan Guaranty computer application (e.g., TAS, WebLGY, the Funding Fee System)

I needed help with the Loan Guaranty Certificate

Other


9


What was the primary method you used to contact VA during the last 12 months? (MARK only one)



Phone

Fax

Email

Letter


10


How responsive was VA to your contact through this method? (MARK only one)



Very responsive

Somewhat responsive

Neither responsive nor unresponsive

Somewhat unresponsive

Very unresponsive


11


How satisfied are you with the professionalism of VA personnel? (MARK only one)



Very satisfied

Somewhat satisfied

Neither satisfied nor dissatisfied

Somewhat dissatisfied

Very dissatisfied


12


How knowledgeable do you feel VA staff is with respect to the laws and regulations governing the VA Loan Guaranty Program? (MARK only one)



Very knowledgeable

Somewhat knowledgeable

Neither knowledgeable nor unknowledgeable

Somewhat unknowledgeable

Very unknowledgeable

13


What is the best way for this Regional Loan Center to communicate to you changes in its policies or procedures? (MARK only one)



Phone

Fax

Email

Letter

Website


14


Overall, how satisfied are you with your experiences contacting VA personnel at this Regional Loan Center? (MARK only one)



Very satisfied

Somewhat satisfied

Neither satisfied nor dissatisfied

Somewhat dissatisfied

Very dissatisfied


Awareness




15a

15b

15c




How do you usually get information on VA policies and procedures? (List top 3 in order of frequency of use)



_________________________________________

_________________________________________

_________________________________________

Telephone VA

E-mail VA

Fax VA

Walk-in to VA

Access VA Web site

Access to another Web site

Access Lender Handbook

AllRegs

Attend VA-sponsored training session





16


Looking back, how much of what you needed to know did you get from this source? (MARK only one)



All

Most

Some

Little

None


17


In general, how satisfied are you with the amount of time required to obtain information from VA? (MARK only one)



Very satisfied

Somewhat satisfied

Neither satisfied nor dissatisfied

Somewhat dissatisfied

Very dissatisfied


18


How satisfied are you with the clarity of the information provided by VA? (MARK only one)



Very satisfied

Somewhat satisfied

Neither satisfied nor dissatisfied

Somewhat dissatisfied

Very dissatisfied

19


Have you used the VA Home Loan Program web site in the last 12 months? (MARK only one)



Yes

No, I did not need to use it

No, I did not know there was one


20


How helpful has the web site been in performing your job? (MARK only one)



Very helpful

Somewhat helpful

Neither helpful nor unhelpful

Somewhat unhelpful

Very unhelpful


21


Have you used the Lender Handbook within the last 12 months? (MARK only one)



Yes

No, I did not need to use it

No, I did not know there was one


22


How helpful has the Lender Handbook been in performing your job? (MARK only one)



Very helpful

Somewhat helpful

Neither helpful nor unhelpful

Somewhat unhelpful

Very unhelpful

23


How could VA improve the Lender Handbook? (Mark all that apply)



Timely updates

Provide an easy-to-follow format

Provide a sufficient amount of content

Clarity of information provided

Improve ease of navigation

Include FAQs on the site

Training

24


Have you been to a VA-sponsored training session in the last 12 months? (MARK only one)



Yes

No


25


How many VA training sessions have you attended in the last 12 months? (MARK only one)



None

One

Two to Three

Three to Four

Five or more

26



How effective was this training in preparing you to perform your job? (MARK only one)



Very effective

Somewhat effective

Neither effective nor ineffective

Somewhat ineffective

Very ineffective


27


What type of VA training have you had? (Mark all that apply)



LAPP/SAR

New Underwriter

General Program information and updates


28


How satisfied have you been with the quality of these training sessions? (MARK only one)



Very satisfied

Somewhat satisfied

Neither satisfied nor dissatisfied

Somewhat dissatisfied

Very dissatisfied


29


How satisfied are you with how often VA offers training sessions? (MARK only one)



Very satisfied

Somewhat satisfied

Neither satisfied nor dissatisfied

Somewhat dissatisfied

Very dissatisfied


30


Overall, how satisfied are you with the information and the informational resources (e.g., web site Lender Handbook) provided by VA? (MARK only one)



Very satisfied

Somewhat satisfied

Neither satisfied nor dissatisfied

Somewhat dissatisfied

Very dissatisfied


31


What would be the best way to provide you with training on the program? (MARK only one)



VA-classroom training

Company-sponsored training

Print-media (pamphlets, fliers, booklets)

On-line training (Internet, Web-based)

Training videos

Informational materials (e.g., handbook)


Outreach

32


Do you encourage your eligible veteran customers to use the VA home loan program? <If answer choice is 1 or 2, go to 33 and 34; if answer choice is 3 or 4 go to 37a>:



Yes, I encourage all veterans looking for a home loan to use the VA home loan program (Go to Q33)

Yes, encourage some veterans looking for a home to use the VA home loan program (Go to Q33)

No, I generally try to encourage use of another loan program (e.g., FHA, conventional, subprime) (SKIP to Q37a)

No, I never or mostly never encourage veterans to use the VA home loan program (SKIP to Q37a)


33


Currently, which VA materials do you use to market the VA home loan program?



____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

34


In addition to these materials, what other resources could VA provide you?



____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

35


Which program aspects are most attractive for drawing in eligible veterans to obtain a VA home loan? (MARK only one)



VA Loan Program is offered only to U.S. veterans

No down payment

Program offers flexible credit underwriting standards

No PMI

Other: _______________________


36


In your opinion, how frequently do lenders misperceive the VA Loan Program? (MARK only one)



Very frequently

Frequently

Sometimes

Rarely [Skip to #39]

Never [Skip to #39]



37a

37b

37c




In your opinion, what aspect(s) of the VA loan program discourages lenders and real estate professionals from recommending the program to their veteran customers? (List top 3 in order of significance)



_________________________________________

_________________________________________

_________________________________________

Length of time it takes to obtain a loan

Amount of paperwork (process is not streamlined)

The VA Funding Fee

VA residual income requirement (underwriting process)

Availability of other market products

VA's rotational appraiser assignment system (inability to self-select an appraiser)

Ability to process loans electronically


38


In your opinion, what can VA do to alter these perceptions?



____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

39


In your experience, what is the most frequent reason that a VA application does not reach closing?



____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________




Eligibility Determination and LGYS Systems/IT Applications

40


Which of the VA Home Loan Program's systems does your firm use to process VA loans? (MARK ALL THAT APPLY)



The Appraisal System (TAS) (SKIP to Q42a)

WebLGY (SKIP to Q42b)

E-Appraisals (SKIP to Q42c)

Funding Fee System (SKIP to Q42d)

None (GO to Q41)


41


IF NONE: Why don't you use the VA Home Loan Program's systems? (MARK only one)



I was unaware they existed

Other


42a

42b

42c

42d


(a) The Appraisal System (TAS)

(b) WebLGY

(c) E-Appraisals

(d) Funding Fee System


For each response marked:

To what extent do you find this system (a,b,c,d) easy to use? (MARK only one)



Very easy

Easy

Neither easy nor hard

Hard

Very hard


43a

43b

43c

43d




(a) The Appraisal System (TAS)

(b) WebLGY

(c) E-Appraisals

(d) Funding Fee System


For each response marked:

How helpful has this system (a, b, c, d) been to you in performing your job? (MARK only one)



Very helpful

Somewhat helpful

Neither helpful nor unhelpful

Somewhat unhelpful

Very unhelpful


44


How could this system be improved or enhanced? (MARK only one)



System reports should be provided to lenders

System downtime needs to be minimized

Screen functionality needs to be improved


45


Compared to other, similar online government systems, (e.g. FHA, USDA), how EASY are the VA Home Loan Program's systems to use? (MARK only one)



LGY Systems are superior to similar government systems

LGY systems are much better than similar government systems

LGY Systems are the same as other similar government systems

LGY Systems are somewhat worse than other similar government systems

LGY systems are far worse than other similar government systems


46


Compared to other similar online government systems (e.g. FHA, USDA), how FUNCTIONAL are the VA Home Loan Program's systems? (MARK only one)



LGY Systems are superior to similar government systems

LGY systems are much better than similar government systems

LGY Systems are the same as other similar government systems

LGY Systems are somewhat worse than other similar government systems

LGY systems are far worse than other similar government systems


47


Overall, how satisfied are you with the VA Home Loan Program's online systems? (MARK only one)



Very satisfied

Somewhat satisfied

Neither satisfied nor dissatisfied

Somewhat dissatisfied

Very dissatisfied

48


Do you use WebLGY to obtain Certificates of Eligibility (COEs)? (MARK only one)



Yes (SKIP to Q50)

No (GO to Q49)


49


IF 'NO' on Q48 THEN: Why do you not use WebLGY to obtain COEs? (MARK only one)



I wasn't aware of the system

I tried to use the system but it was not user-friendly

I tried to use the system but it was 'down'

I knew the system existed, but I never tried to use it


50


In obtaining a COE, have you ever interacted with the Eligibility Center (located in Winston-Salem, NC)?

(MARK only one)



Yes (GO to Q51)

No (SKIP to Q52)

Don’t know (SKIP to Q52)


51


IF 'YES' on Q50 THEN: Please rate your overall satisfaction with that interaction. (MARK only one)



Very satisfied

Somewhat satisfied

Neither satisfied nor dissatisfied

Somewhat dissatisfied

Very dissatisfied


52


How long does it typically take for you to receive a Certificate of Eligibility? (MARK only one)



Immediately upon request, or the same business day

1-6 Business Days

7-10 Business Days

More than 10 Business Days


53


How reasonable is the length of time it typically takes for you to receive a Certificate of Eligibility? (MARK only one)



Very reasonable

Reasonable

Neither reasonable Nor unreasonable

Not reasonable

Very unreasonable


54


In your opinion, how long should it typically take to receive a Certificate of Eligibility? (MARK only one)



Immediately upon request, or the same business day

1-6 Business days

7-10 Business days

More than 10 Business days


Appraisal Process

55


How satisfied have you been with the timeliness of VA appraisers? (MARK only one)



Very satisfied

Somewhat satisfied

Neither satisfied nor dissatisfied

Somewhat dissatisfied

Very dissatisfied


56


How satisfied have you been with the courtesy and professionalism of VA appraisers? (MARK only one)



Very satisfied

Somewhat satisfied

Neither satisfied nor dissatisfied

Somewhat dissatisfied

Very dissatisfied


57


How satisfied have you been with the quality of work of VA appraisers? (MARK only one)



Very satisfied

Somewhat satisfied

Neither satisfied nor dissatisfied

Somewhat dissatisfied

Very dissatisfied


58


Does your company participate in the Lender Appraisal Processing Program (LAPP)? (MARK only one)



Yes

No


59


Overall, how satisfied are you with the process of completing a VA home loan? (MARK only one)



Very satisfied

Somewhat satisfied

Neither satisfied nor dissatisfied

Somewhat dissatisfied

Very dissatisfied

60


Overall, how satisfied are you with the VA Loan Guaranty Program? (Please evaluate the Regional Loan Center that you deal with most frequently.) (MARK only one)



Very satisfied

Somewhat satisfied

Neither satisfied nor dissatisfied

Somewhat dissatisfied

Very dissatisfied


61


Would you recommend this program to veterans in the market for a home? (MARK only one)



Yes

No


62


Other than the City, State Office you contact most often (your selection in question #6), have you contacted other Regional Loan Centers in the past 12 months? (MARK only one)



Yes

No


63


In your interaction with different VA offices, do you feel that the offices consistently interpret VA policy and procedures? (MARK only one)



Yes, they are always consistent

Yes, they are usually consistent

Sometimes they are consistent

No, they are rarely consistent

No, they are never consistent


64a

64b

64c

64d

64e

64f

64g

64h

64i

64j


Please rate your overall satisfaction with the quality of service you received when contacting each non-primary Regional Loan Center?



<Rate each Regional Loan Center office>


Atlanta, GA

Cleveland, OH

Denver, CO

Honolulu, HI

Houston, TX

Manchester, NH

Phoenix, AZ

Roanoke, VA

St. Paul, MN

St. Petersburg, FL


Very satisfied

Somewhat satisfied

Neither satisfied nor dissatisfied

Somewhat dissatisfied

Very dissatisfied


65


Do you have any additional comments concerning how VA could improve its Loan Guaranty Program? If your comments apply to individual Regional Loan Centers, please be sure to identify the offices. (To maintain confidentiality, please do not include your name, address, affiliation, or any other identifying information)



________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________



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File Typeapplication/msword
File TitleExperience (M&L Industry & VA)
AuthorICF
Last Modified ByDenise McLamb
File Modified2007-03-01
File Created2007-03-01

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