RYAN HOME / NVR SURVEY QUESTIONS

Today, we completed our Ryan Home / NVR survey.  We were a little late; however, we waited until the Pre-Settlement and 30 day checklist was complete prior to completing the survey.  I'm not sure if the questions are the same for everyone and some of the questions request for additional comments, but this will give you an idea on the type of questions you will receive.

1. Customer Name
2. Considering your overall experience, would you recommend a Ryan home to a friend or colleague? (Yes-No)
3. What is the likelihood you would recommend a Ryan home to a friend or colleague? (1-Extremely Unlikely -10-Extremely Likely)
4. Sales & Marketing Representative (Name)
5. Please rate your Sales and Marketing Representative in the following areas (1-Poor - 10-Excellent)
• Courtesy in serving you
• Knowledge of floorplans and community
• Description of available options and upgrades
• Timeliness in responding
• Reliability in following through on commitments
• Explanation of the warranty/service commitment
• Overall Impression
6. Please rate your impression of the overall Price/Value of your home (1-Poor - 10-Excellent)
7. Please rate the value for the price paid for your additional selections (1-Poor - 10-Excellent)
8. Overall, how satisfied were you with the purchase process of your Ryan home (selecting and documenting your home features and home site)  (1-Extremely Dissatisfied -10-Extremely Satisfied)
9. Project Manager (Name)
10. Please rate your Project Manager in the following areas (1-Poor - 10-Excellent)
• Courtesy in serving you
• Knowledge of construction
• Timeliness in responding
• Reliability in following through on commitments
• Overall Impression
11. Overall, how satisfied were you with the construction experience (1-Extremely Dissatisfied -10-Extremely Satisfied)
12. Please rate the following aspects of your Pre-Settlement Demonstration (*with the exception of items not completed based on winter weather)
• Completeness of your home at Pre-Settlement Demonstration*
• Demonstration of the use of home features
• Demonstration of home care & maintenance
• Review of your home warranty policy & procedures
• Promptness of addressing any needed adjustments
13. Please indicate if any items were not 100% complete at your Pre-Settlement Demonstration (check box for each item)
• None - My home was complete
• Landscaping
• Driveway/Sidewalk
• Exterior Finishes (paint, siding, brick, etc)
• Windows & Doors
• Flooring (carpet, hardwood, etc)
• Drywall & Paint
• Kitchen & Bath Cabinets
• Light Fixtures
• Plumbing Fixtures
• Heating or Air Conditioning
• Other
14. Overall, how satisfied are you with the quality of your new home (1-Extremely Dissatisfied -10-Extremely Satisfied)
15. Please rate the quality of Materials and Workmanship in your new home (drop down box for each item - Excellent, Good, Average, Poor, N/A and Comment section)
• Appliances
• Kitchen Cabinets
• Kitchen Countertops
• Flooring
• Drywall
• Paint
• Lighting Fixtures
• Plumbing Fixtures (toilets, faucets, tubs, etc)
• Heating & Air Conditioning (HVAC)
• Windows
• Landscaping
16. How many weeks in advance did you receive confirmation of your specific Settlement date from Ryan homes (Less than 1 week, 1-2 weeks, 2-3 weeks, 4-6 weeks, 7+ weeks)
17. Did you settle on that date (Yes or No)
18. Loan Officer (Name)
19. Please rate your NVR Mortgage Professional on the following (1-Poor - 10-Excellent)
• Timeliness in which your loan application was scheduled
• Explanation of your mortgage program
• Timeliness in which your loan was approved
•  Responsiveness to your calls, questions, and requests
• Timeliness in which you were informed of funds needed for closing
20. Please rate the overall level of customer service you received from your NVR Mortgage professional (1-Poor - 10-Excellent)
21. Please rate NVR Settlement Services on the following (1-Poor - 10-Excellent)
• Communication regarding details of your Settlement
• Responsiveness to your calls, questions, & request prior to settlement
• Explanation of your HUD-1 statement and addressing your questions
• Professional and courteous manner of your closing agent
22. Please rate the overall level of customer service provided by your NVR Settlement Services professionals (1-Extremely Dissatisfied -10-Extremely Satisfied)
23. Please provide any additional comments on your overall experience with Ryan Homes

I am not one to give a 10 or Excellent...I don't believe that our house was perfect when we moved in.  However, I believe that we completed the survey fairly.