CLIENT SATISFACTION SURVEY

Client satisfaction is the most important goal of Novadebt and its employees. Your feedback is invaluable to the success of our organization. Thank you, in advance, for taking the time to complete this survey. Your responses are completely confidential and will be used to improve the organization in order to better serve our clients.

Required fields are marked with an asterisk *

GENERAL INFORMATION:

1. Name
2. Client ID
3. Email Address*
4. State*
5. Are you a client?*
Yes
No
6. How long have you been a client (only applicable for clients)?
0-3 months
4-6 months
7-12 months
Over a year
2 years or longer

7. What was the main reason you initially contacted Novadebt
     (please respond whether you are a client or not)?
For general financial advice
Ease of payments due to financial difficulties
Looking to consolidate credit cards
Looking to lower interest rates
Other (please indicate other reason)

8. If you are not a client, what is the main reason?
Novadebt felt a solution other than a DMP was in your best interest
Novadebt was unable to enroll you due to the state you live in but was able
     to point you towards someone who could
You did not feel program would be a benefit to you
You did not feel comfortable with Novadebt
Realized consumer credit counseling was not what you were in need of
Other (please indicate other reason)

9. Would you recommend our services?
Definitely Yes
Maybe
Definitely No

10. Overall program/service satisfaction:
Excellent
Satisfactory
Poor

11. In the future when you are contacted by telephone, can a detailed
     message be left on your answering machine?
Yes
No

12. Would you be willing to be interviewed for educational/advertising purposes?
Yes
No

INITIAL CONTACT:

1. The counselor who conducted your consultation was professional,
     courteous and helpful
Exceeded my expectations
Met my expectations
Below my expectations

2. The education offered was pertinent to my situation and helpful
Definitely Yes
Helped a little
Definitely No

3. I have a better understanding of my financial situation due to the
     education my counselor gave me
Definitely Yes
Helped A Little
Definitely No

4. The information will help me make better financial decisions
Definitely Yes
Needs Improvement
Definitely No

5. The counselor answered all of my questions and made me feel comfortable
Definitely Yes
Somewhat
Definitely No

6. If enrolled, the initial paperwork reached me in a timely manner
Definitely Yes
Needs improvement
Definitely No

ENROLLMENT (for clients only):

1. From the time I sent in my paperwork until I received my client identification
     number and welcome packet, the process was timely
Definitely Yes
Needs improvement
Definitely No

2. When contacting the organization with an issue, the representatives
     answering the phone are professional, courteous and helpful
Always
Sometimes
Never

3. When contacting the organization, my hold time is minimal
Always
Sometimes
Never

4. When I have an issue with my account I receive a prompt resolution:
Always
Sometimes
Never

5. The Client Service Representatives are professional, courteous and helpful
Always
Sometimes
Never

Additional Comments:
(If you would like to be contacted regarding your comments, please include your name and contact information)

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Page last updated on 05/09/2008