Report: Response Summary Report - Customer Care Questionaire

Survey: Customer Care Questionnaire

Compiled: 04/07/2010

1. Your Debt Analyst was the person who guided you in helping you find your debt elimination option. Please rate their service in the following categories:

Quality of Service (5 being the best)

Item	1	2	3	4	5		Average Rating
Explanation	1.4%	(N/A)	5.6%	28.7%	64.3%		4.5
Enrollment Process	0.7%	0.7%	3.5%	29.4%	65.7%		4.6
Expectations	1.4%	0.7%	4.9%	31.5%	61.5%		4.5
							4.5

2. Which features were helpful with the online client login?

Summary
Value	Percent %
Ease of Use	66.43%
Client To-Do List	46.85%
Articles & Tips	29.37%
Helpful Client Services Links	27.97%
Online Messenger Services	16.78%
The Feedback Forum	15.38%

Statistics
Choices Selected:	290
Total Responses:	143

3. Was there any information you expected to recieve from USDR that you did not?

Summary
Value	Percent %
No	92.31%
BBB Rating; more "in person"/ phone contact w/ debt analyst	0.70%
Confusion regarding LPOA	0.70%
Fight Back Program Information coming late to him	0.70%
I need to know if you contacted my Creditors, B of A keeps sending me letters, You need to call them ASAP!!	0.70%
I still am feeling like all of my creditors have no idea that I am in this program.	0.70%
list of creditors contacted	0.70%
the process of paying clients	0.70%
Thought the negiotation process would be sooner	0.70%
Time frame to start negiotations	0.70%
updates on creditors	0.70%
When do my debtors receive payment? They still send me statements and no payments are indicated.	0.70%

Statistics
Choices Selected:	143
Total Responses:	143

4. How would you rate the overall enrollment experience with USDR?

Summary
Value	Percent %
5 - Exceeded Expectations	40.56%
4 - Great Service	38.46%
3 - Met Expectations	18.18%
2 - Under Expectations	2.10%
1 - Poor Service	0.70%

Statistics
Choices Selected:	143
Total Responses:	143
Average:	4.16