This document is a letter from Chemical Financial Services Corporation to a customer, Donald E Koontz, thanking him for opening a home equity loan with them. It includes a customer service questionnaire for Koontz to provide feedback on his experience working with the loan officer, appraiser, closing agent, and other professionals involved in opening the loan. The letter asks Koontz to rate statements about his experience on a scale of 1 to 5, with 1 being strongly agree and 5 being strongly disagree. It thanks Koontz for the opportunity to serve him and hopes he will think of Chemical for future borrowing needs.

1. ~ CHEMICAL
Chemical Financial Services Corporation
150 S. Stratford Rd., Suite 310
Winston-Salem, NC 27104
(910) 721-9401
Mr. Donald R. Steele
Simplicity Mortgage Consultants, Inc.
301 South Adams Street
Marion, IN 46952
Dear Mr. Steele:
October 10, 1995
Benjamin W. Vogels
Vice President-Home Equity
National Sales Manager
Enclosed please find a completed customer service questionnaire from a customer who
was placed with us by your company.
We will be sending copies of completed questionnaires to you on an ongoing basis to
keep you informed of the types of responses that we have received from your
customers. I hope that you will find these questionnaires to be both informative and
beneficial.
We sincerely appreciate your business and if I can be of assistance to you in any way,
please do not hesitate to call.
Sincerely,
&nV~
Ben Vogels
BV/jas
Enclosure
an affiliate of Chemical Bank

2. CHEMiCAL
Chemical Financial Services Corporation
250 West Huron
Cleveland, OH 44113-1451
(216) 479-2500
DONALD E KOONTZ
2512 EAST 750 NORTH
SPRINGPORT, IN 47386
Dear Donald E Koontz:
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Welcome to Chemical. We are happy for the opportunity of
servicing your new home equity loan, and we're committed to
providing you with the highest level of service possible
throughout our relationship. Whether you opened your home equity
loan with a Chemical representative or another lender, we share
the service reputation of all of our representatives and business
sources, and are interested in your comments about the service
you received.
Please take a moment now to answer the brief but important survey
below. Your responses to these questions will help us to
evaluate the performance of the loan officer and of the
appraiser, closing agent, and other professionals who were
involved with opening your loan. A postage-paid, self-addressed
envelope is enclosed for your convenience.
To· complete the survey, rate each statement using a scale of 1 to
5. A response of 1 indicates that you strongly agree with the
corresponding statement, and a response of 5 indicates that you
strongly disagree with the corresponding statement.
strongly
Agree Neutral
strongly
Disagree
1. I received a preliminary approval of
my loan within the time period promised.
2. My borrowing options were thoroughly
explained to me.
3. The loan officer was sincerely interested
in my loan request.
4. The loan officer kept me informed of the
status of my loan.
5. The appraiser who appraised my
horne was courteous and professional.
an affiliate of Chemical Bank
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3. "
strongly
Agree Neutra~
strongly
Disagree
6. My loan closing was held as scheduled
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7.
After my loan was approved, I received my ~)
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The attorney or title company that u>2.345
and professional • . ",
I would recommend Chemical to others who
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Please use the space below to make any -additional comments or
suggestions for improvement of our service to our customers or
the home equity borrowing options we offer. Or simply use this
space to provide additional explanation of any of your responses
to the statements above.
Again, thank you for the opportunity to be of service to you. We
hope that you will thirut of Chemical any time you have additional
borrowing needs.
Sincerely,
Ken Carter
Senior vice President