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Evaluating the HECM Counseling Network
Client Satisfaction Survey Data: 2001-2005
Reverse Mortgage Education Project
AARP Foundation - 12/20/2005
Background
From 2001 through 2005, the AARP Foundation sent a 4-page, 19-item survey to each client counseled by a member of its HECM counseling network. Clients were asked to rate network services in various categories, generally on a scale of 1 to 5, with 1 being "Not At All" and 5 being "Very." The surveys were coded by Matthew Greenwald and Associates (DC), and the analysis was performed by Maurice Weinrobe, PhD, at Clark University in Worcester, Ma.
Key Data
The data presented in the table below reflect the specific qualitative measures from this survey used by the Project and HUD to evaluate Network counselors.
Since 2001, the survey asked clients to rate the degree to which their counselors were "a good resource" and "helpful and easy to understand." A rating of 5, for example, would mean that the client rated the counselor as being "very helpful and easy to understand," while a rating of 1 would mean that the counselor was "not at all helpful and easy to understand." In presenting summary data, the table combines the 4 and 5 ratings to determine a composite "total % favorable" rating for Network counselors for 2001 through 2005. Over these five years, these composite ratings on an annual basis did not vary by more than two percentage points.
Beginning in 2003, the survey asked how "well-informed about reverse mortgages" clients considered themselves to be before versus after being counseled. In presenting summary responses to this question from 2003 through 2005, the table combines the 4 and 5 ratings to determine a composite "well-informed" rating. Over these three years, the composite ratings on an annual basis did not vary by more than two percentage points.
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Key Data |
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Was the counselor a good resource? |
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# of client responses |
8,387 |
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% rated 4 on a 1-5 scale |
12% |
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% rated 5 on a 1-5 scale |
84% |
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Total % Favorable |
96% |
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Was the counselor helpful & easy to understand? |
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# of client responses |
9,062 |
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% rated 4 on a 1-5 scale |
12% |
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% rated 5 on a 1-5 scale |
85% |
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Total % Favorable |
97% |
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How well-informed were you
about reverse mortgages? |
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Before counseling |
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# of client responses |
7,159 |
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% rated 4 on a 1-5 scale |
22% |
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% rated 5 on a 1-5 scale |
12% |
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Total % "Well-Informed"
Before Counseling |
34% |
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After counseling |
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# of client responses |
7,234 |
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% rated 4 on a 1-5 scale |
24% |
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% rated 5 on a 1-5 scale |
70% |
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Total % "Well-Informed"
After Counseling |
94% | Complete Data
The data presented in the table below include responses to questions in all of the survey's areas of inquiry. Some observations and comments:
o The Network's counselors received the highest ratings in the complete survey: 96% and 97% favorable. In addition, the ratio of 5's to 4's was greater for the counselors than for anything else in the survey.
o Despite definite problems in appointment scheduling noted by RMEP staff during 2004-5, respondents nonetheless gave relatively high ratings to the ease with which they obtained an appointment that met their needs. This is particularly striking since the number of respondents during 2004-5 equaled about 80% of the total. This suggests that actual client needs in this area may be different from those hypothecated by non-clients.
o The goal of clients being "well-informed about reverse mortgages" was achieved primarily by network counselors. The survey also asked clients how well-informed they considered themselves to be before contacting AARP. In response, 13% rated themselves a "4" and 12% a "5" for a composite "well-informed" percentage of 25% before contacting AARP. The difference between this 25% well-informed before contacting AARP and the 34% well-informed before counseling most likely reflects the impact of AARP's consumer guide and website, which persons requesting counseling were strongly encouraged to read before being counseled. By contrast, the percent well-informed rose from 34% before counseling to 94% after counseling.
o Ratings for the consumer guide and website decreased when changes were made in their formats while the content remained relatively stable. The consumer guide was reduced in page count and type size. The website switched from an introductory directory of all pages and a linked progression through them in a prescribed order to a more random format which made it more difficult for visitors to be aware of all the pages, suggested no particular path through them, and devoted less of each page to substantive content.
o Recollection of specific alternatives discussed with clients by counselors decreased when the mailing of surveys to clients was postponed due to funding delays. Lengthening the time between counseling and surveying appeared to affect the percent of clients who recollected specific alternatives to reverse mortgages discussed with them.
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Complete Data: 2001-2005
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# of client responses |
Per Cent Favorable |
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Rated 4 |
Rated 5 |
Total |
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1) Consumer Website |
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Helpful & easy
to understand |
2,696
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28%
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55%
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83%
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A good resource |
2,579 |
26% |
59% |
85% |
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2) Consumer Guide |
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Helpful & easy
to understand |
6,875
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29%
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59%
|
88%
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A good resource |
6,444 |
20% |
63% |
83% |
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3) Counseling Appointment |
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|
Easy to obtain |
8,472 |
16% |
77% |
93% |
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Met timing/
scheduling needs |
7,843
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15%
|
78%
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93%
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4) Network Counselors |
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Helpful & easy
to understand |
9,062
|
12%
|
85%
|
97%
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A good resource |
8,387 |
12% |
84% |
96% |
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5) Overall Experience with RMEP |
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|
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8,967 |
33% |
57% |
90% |
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# of client responses |
Percent
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6) Discussion of Alternatives |
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Per cent recalling specific options |
7,840 |
62% |
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7) Aid to Decision-Making
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Per cent saying information provided
by counselor helped decision-making |
8,686
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70%
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8) Percent Well-Informed: Before & After (2003-2005)
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# = 7,234
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Before
Contacting AARP
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Before
Counseling
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After Counseling
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25%
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34%
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94%
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