Asking your customers to complete a survey is a little like asking your significant other if an outfit makes you look fat. You *think* you want to know the answer, but then again…!
We here at MortgageKeeper bit the bullet last month and asked our users how they interacted with our MKDesktop product–their likes, dislikes, and ideas for improvement. (MKDesktop gives professional counselors and customer service agents who work with distressed and transitioning homeowners the tangible, local resources they need to bring their household budget under control. The resources also address major life events like unemployment and natural disaster.)
A whopping 40% of our users responded. Here’s what we found:
96% agreed that MKDesktop is easy to use and that it provides their clients with helpful, local resources that
they would not have otherwise known about.
98% said the MKDesktop interface saves them time and returns local referral results quickly.
64% believed that MKDesktop referrals saved their average client more than $51/month, with 27% saying the amount was more than $250/month.
97% agreed that MKDesktop is reliable and available when they need it.
As far as improvements needed? More rental resources for those transitioning out of homeownership. Better copy/paste functionality. More up to date foreclosure law information. So our work for the next few months is very clear.
In the words of astronaut Neil Armstrong, “Research is creating new knowledge.” Thanks to our customers for making us smarter than we were before. We’ll use this information to make MKDesktop better than ever.