Veterans Benefits Administration (VBA) Loan Guaranty Service (LGY) Customer Statisfaction Surveys

2008 SURVEY OF VETERAN SATISFACTION
WITH THE VA HOME LOAN GUARANTY PROCESS
OMB Control Number: 2900Public Reporting Burden Statement
VA may not conduct, sponsor, or require the respondent to respond to this collection of information unless it displays a valid OMB Control Number. All responses to this
collection are voluntary. Public reporting burden for this collection of information is estimated to average 15 minutes per response, including the time necessary for reviewing
instructions, searching existing data sources, gathering and maintaining the data needed, and completing and reviewing the collection of information. Failure to furnish the
requested information will have no adverse affect on any VA benefits to which you may be entitled.
The information you supply will be confidential and protected by the Privacy Act of 1974 (5 U.S.C. 522a) and the VA's confidentiality statute (38 U.S.C. 5701) as implemented
by 38 CFR 1.526(a) and 38 CFR 1.576(b). Disclosure of information involves releases of statistical data and other non-identifying data for the improvement of services
within the VA benefits processing system and for associated administrative purposes. If you have comments regarding this burden estimate or any aspects of this collection
of information, call 1-800-827-1000 for mailing information on where to send your comments.

MARKING INSTRUCTIONS
• Use pencil or pen. Make heavy dark marks that fill the circles completely. If you wish to change
an answer, erase cleanly (pencil), or put an “X” over the incorrect response (pen).
• Fill in one answer circle for each question unless it tells you to “mark all that apply”.
• When you are finished, please place the questionnaire in the enclosed postage-paid envelope
and put it in the mail.

Correct Mark
Incorrect Marks

INSTRUCTIONS TO RESPONDENTS: If you have had more than one VA home loan in the past, please respond
to this survey based on your most recent VA loan experience.

4. How accurate was the information you
received?

Background

1. When you closed on your VA home loan,
were you:

Very accurate
Somewhat accurate
Neither accurate nor inaccurate
Somewhat inaccurate
Very inaccurate

A veteran of the US Armed Forces?
On Active Duty in the US Armed Forces?
2. How did you first learn about the VA home
loan guaranty program? (Mark only ONE.)

5. What is the best way for VA to communicate
to you information about the home loan
program? (Mark only ONE.)

Pre-discharge briefings (TAP/DTAP)
VA pamphlet/brochure
Lender
Real Estate agent
VA employee
VA website
Other website (non-VA)
Friends or family
Previous VA loan experience

Phone
Fax
E-mail
Website
Letter

3. Looking back, how much of what you needed
to know did you get from this source?

6. At the beginning of the home buying/
refinancing process, how completely did
you understand the maximum loan you
could obtain through the VA program?

All
Most
Some
Little
None

Completely
Mostly
Somewhat
Only a little
Not at all

DO NOT WRITE IN THIS AREA

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12. Which, if any, of the following VA Regional
Loan Centers were you connected with?

Contacting the VA

7. During the home buying/refinancing
process, what methods did you use to
contact the VA? (Mark ALL that apply.)

Atlanta, GA
Cleveland, OH
Denver, CO
Honolulu, HI
Houston, TX
Manchester, NH
Phoenix, AZ
Roanoke, VA
St. Paul, MN
St. Petersburg, FL
None, connected to VA Regional
Office elsewhere
Don’t know

Phone
Fax
E-mail
Walk-in visit
Letter
None

Phone Contact

8. Did you contact the VA using the toll-free
number?
13.

Yes
No (SKIP to Q17)

How responsive were the VA employees you
spoke to on the phone?
Very responsive
Somewhat responsive
Neither responsive nor unresponsive
Somewhat unresponsive
Very unresponsive

9. Why did you call VA? (Mark ALL that apply.)
Get information about VA’s home loan
guaranty program before applying
Apply for Certificate of Eligibility (COE)
Check on the status of your loan
Check eligibility requirements
Check on the status of your appraisal
To verify information given by realtor or lender

14. Did VA employees fully address all your
questions, concerns, or complaints?
Yes
No
Did not have any

10. How easy was it to get through to VA on
the phone?
15. In general, how much of what you NEEDED
TO KNOW did you get from your telephone
contact with the VA toll-free number?

Very easy
Somewhat easy
Neither easy nor difficult
Somewhat difficult
Very difficult

All
Most
Some
Little
None

11. When you called the toll-free number, were
you connected directly to a VA Regional
Loan Center?

16. Were you able to get information about your
particular loan?

Yes
No
Don’t know

Yes
No

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23. In general, how much of what you NEEDED
TO KNOW did you get from your e-mail
contact with the VA?

E-Mail Contact

17. Did you use e-mail to contact VA?

All
Most
Some
Little
None

Yes
No (SKIP to Q25)
18. Why did you e-mail VA? (Mark ALL that apply.)
Get information about VA’s home loan
guaranty program before applying
Apply for Certificate of Eligibility (COE)
Check on the status of your loan
Check eligibility requirements
Check on the status of your appraisal
To verify information given by realtor or lender

24. Were you able to get information about your
particular loan?
Yes
No

19. How convenient was it to correspond with
VA using e-mail?

Visiting a VA Regional Loan Center

Very convenient
Somewhat convenient
Neither convenient nor inconvenient
Somewhat inconvenient
Very inconvenient

25. Did you ever visit a VA Regional Loan Center
during the home buying/refinancing process?
Yes
No (SKIP to Q32)

20. Which, if any, of the following VA Regional
Loan Centers were you connected with?

26. Which, if any, of the following VA Regional
Loan Centers did you visit?

Atlanta, GA
Cleveland, OH
Denver, CO
Honolulu, HI
Houston, TX
Manchester, NH
Phoenix, AZ
Roanoke, VA
St. Paul, MN
St. Petersburg, FL
None, connected to VA Regional
Office elsewhere
Don’t know
21.

Atlanta, GA
Cleveland, OH
Denver, CO
Honolulu, HI
Houston, TX
Manchester, NH
Phoenix, AZ
Roanoke, VA
St. Paul, MN
St. Petersburg, FL
None, connected to VA Regional
Office elsewhere
Don’t know

How responsive were the VA employees to
your e-mail correspondence?
27. Why did you visit a VA Regional Loan
Center? (Mark ALL that apply.)

Very responsive
Somewhat responsive
Neither responsive nor unresponsive
Somewhat unresponsive
Very unresponsive

Get information about VA’s home loan
guaranty program before applying
Apply for Certificate of Eligibility (COE)
Check on the status of your loan
Check eligibility requirements
Check on the status of your appraisal
To verify information given by realtor or lender

22. Did VA employees fully address all your
questions, concerns, or complaints?
Yes
No
Did not have any

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28. How convenient was the location of the VA
Regional Loan Center?

34. How REASONABLE was the amount of time
it took to get your Certificate of Eligibility
(COE)?

Very convenient
Somewhat convenient
Neither convenient nor inconvenient
Somewhat inconvenient
Very inconvenient

Very reasonable
Somewhat reasonable
Neither reasonable nor unreasonable
Somewhat unreasonable
Very unreasonable

29. How responsive were the VA employees
when you visited the VA Regional Loan
Center?

35. Did VA keep you informed of any delays or
problems in obtaining your Certificate of
Eligibility (COE)?

Very responsive
Somewhat responsive
Neither responsive nor unresponsive
Somewhat unresponsive
Very unresponsive

Yes
No
Did not have any
Realtor

30. Did VA employees fully address all your
questions, concerns, or complaints?

36. Did you use the services of a realtor when
obtaining your home loan?

Yes
No
Did not have any

Yes
No (SKIP to Q42)

37. How would you rate your realtor’s
KNOWLEDGE about the VA home loan
guaranty program?

31. In general, how much of what you NEEDED
TO KNOW did you get from your visit to the
VA Regional Loan Center?

Excellent
Very good
Good
Fair
Poor

All
Most
Some
Little
None
Certificate of Eligibility

38. How responsive was your realtor regarding
any INQUIRIES you had about your VA
home loan?

32. How did you obtain your Certificate of
Eligibility (COE) for Loan Guaranty Benefits?
(Mark only ONE.)

Very responsive
Somewhat responsive
Neither responsive nor unresponsive
Somewhat unresponsive
Very unresponsive
Did not have any inquiries

Obtained by lender
Through the mail from VA
Visit to a VA Regional Loan Center
Did not need a Certificate of Eligibility
(SKIP to Q36)
Don’t know

39. Overall, how satisfied were you with your
realtor regarding your use of the VA home
loan guaranty program?

33. From the time you applied, how long did
it take to get your Certificate of Eligibility
(COE)?

Very satisfied
Somewhat satisfied
Neither satisfied nor dissatisfied
Somewhat dissatisfied
Very dissatisfied

1-6 business days
7-10 business days
More than 10 business days
Don’t know
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45. Did your lender keep you informed of any
delays or problems with your VA home loan?

40. Did your realtor discourage the use of your
VA home loan benefit?

Yes
No
Did not have any

Yes
No (SKIP to Q42)

41. How rigorously did your realtor discourage
your use of the VA home loan benefit?

46. How long did it take for your VA home loan
to get approved?

Mild discouragement
Moderate discouragement
Strong discouragement
Very strong discouragement

Less than 2 weeks
2 weeks
3 weeks
4 weeks (1 month)
5 weeks
6 weeks
7 weeks
8 weeks (2 months)
9 weeks
10 weeks
11 weeks
12 weeks (3 months)
More than 12 weeks
Don’t recall

Lender

42. How would you rate your lender’s
KNOWLEDGE about the VA home loan
guaranty program?
Excellent
Very good
Good
Fair
Poor

47. How long do you think is REASONABLE for
your VA home loan to get approved?
Less than 2 weeks
2 weeks
3 weeks
4 weeks (1 month)
5 weeks
6 weeks
7 weeks
8 weeks (2 months)
9 weeks
10 weeks
11 weeks
12 weeks (3 months)
More than 12 weeks
No opinion

43. How responsive was your lender regarding
any INQUIRIES you had about your VA
home loan?
Very responsive
Somewhat responsive
Neither responsive nor unresponsive
Somewhat unresponsive
Very unresponsive
Did not have any inquiries

44. How easy was it to get information about
the VA home loan guaranty program from
your lender?
Very easy
Somewhat easy
Neither easy nor difficult
Somewhat difficult
Very difficult

48. Overall, how satisfied were you with your
lender?
Very satisfied
Somewhat satisfied
Neither satisfied nor dissatisfied
Somewhat dissatisfied
Very dissatisfied

Please continue on the next page.

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56. What specific problems did you have with
the appraisal process? (Mark ALL that apply.)

Appraisal

Difficult to set up appraisal
Review of property was not thorough
Final document or report contained errors
Appraisal report was not completed in a
timely manner

49. Did you have an appraisal done to either
buy or refinance your home?
Yes
No (SKIP to Q65)

57. Overall, how satisfied are you with the
appraisal process?

50. Did you have contact (in-person, telephone,
or e-mail) with an appraiser?

Very satisfied
Somewhat satisfied
Neither satisfied nor dissatisfied
Somewhat dissatisfied
Very dissatisfied

Yes
No (SKIP to Q55)

51. What type of contact did you, or a member
of your family, have with the appraiser?
(Mark ALL that apply.)

58. Did you receive a Notice of Value document
from your lender, showing the value estimate
and other information about the property?

Met in person
Telephone
E-mail

Yes
No (SKIP to Q65)
52. Did you have any problems with the
appraiser?
59. Relative to the closing date, when did you
receive a Notice of Value document?
(Mark only ONE.)

Yes
No (SKIP to Q54)

Same day as loan closing
1-4 days prior to closing
5-10 days prior to closing
More than 10 days prior to closing
Received after closing
Never received
Don’t remember

53. What specific problems did you have with
the appraiser? (Mark ALL that apply.)
Appraiser was not punctual
Appraiser was discourteous
Appraiser was unresponsive
(didn’t return calls or e-mail)
Appraiser’s appearance was unprofessional
Appraiser lacked proper identification
Appraiser lacked overall professionalism

60. Relative to the closing date, when would
you HAVE LIKED to have received a Notice
of Value document? (Mark only ONE.)
Same day as loan closing
1-4 days prior to closing
5-10 days prior to closing
More than 10 days prior to closing

54. Overall, how satisfied were you with the
appraiser?
Very satisfied
Somewhat satisfied
Neither satisfied nor dissatisfied
Somewhat dissatisfied
Very dissatisfied

61. Did you receive a copy of the actual
appraisal?
Yes
No

55. Did you have any problems during the
appraisal process?
Yes
No (SKIP to Q57)
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67. Did you consider another type of home loan?

62. Relative to the closing date, when did you
receive a copy of the appraisal?
(Mark only ONE.)

Yes
No (SKIP to Q69)

Same day as loan closing
1-4 days prior to closing
5-10 days prior to closing
More than 10 days prior to closing
Received after closing
Never received
Don’t remember

68. What other types of home loans did you
consider?
Conventional
Federal Housing Administration (FHA)
Other (please respond below)

63. Relative to the closing date, when would
you HAVE LIKED to have received a copy
of the appraisal? (Mark only ONE.)

69. Overall, how satisfied are you with the
process of obtaining a VA home loan?

Same day as loan closing
1-4 days prior to closing
5-10 days prior to closing
More than 10 days prior to closing

Very satisfied
Somewhat satisfied
Neither satisfied nor dissatisfied
Somewhat dissatisfied
Very dissatisfied

64. How satisfied were you with the quality of
your appraisal?
Very satisfied
Somewhat satisfied
Neither satisfied nor dissatisfied
Somewhat dissatisfied
Very dissatisfied

70. How many times have you used the VA
home loan program?
This was my first time (SKIP to Q72)
Twice
Three times
More than three times

Overall Impressions

71. How does your most recent experience with
the program compare to your previous
experience(s)?

65. Overall, how would you rate your current
knowledge of the VA home loan guaranty
program?

Much improved
Improved
The same
Worse
Much worse

Excellent
Very good
Good
Fair
Poor

72. Was this your first home loan?
66. What is the MOST IMPORTANT REASON
you chose to get a VA home loan?
(Mark only ONE.)

Yes (SKIP to Q75)
No

The VA Loan Program is offered only to
U.S. veterans
No down payment required
Convenience
No mortgage insurance
Loan more likely to be approved
VA’s assistance to avoid foreclosure
Previous experience with the VA loan
program

73. Have you ever obtained either a
conventional or an FHA home loan?
Yes
No (SKIP to Q75)
Please continue on the next page.

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74. How would you rate your most recent
experience with VA, in comparison to
your conventional or FHA loan?

75. If you had not received a VA guaranteed
home loan, would you have been able to
purchase your home at this time?

Much better
Better
About the same
Worse
Much worse

No, I would not have been able to purchase
this home now
Yes, I would have been able to purchase
this home now
Don’t know whether I would have been
able to purchase this home without a VA
guaranteed loan

76. Would you recommend the VA home loan guaranty program to other veterans?
Yes
No
Please explain:

77. Do you have additional comments concerning how VA could improve service related to the home
loan guaranty program?

Thank you for taking the time to complete this survey. Your answers are very important
to us. Please return your questionnaire in the postage-paid envelope.

DO NOT WRITE IN THIS AREA

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RD24066-PFI-54321