2017 NPS Results

Your Goals.Our Commitment.

The Net Promoter Score®, or NPS®, measures customer

experience and has become the industry standard for

measuring customer loyalty. Introduced in 2003, the

NPS score serves as an alternative to traditional customer

satisfaction research and is calculated using a 0-10 scale

to answer to the single question:

HOW THE NPS SCORE IS DETERMINED

Your Goals.Our Commitment.

“How likely is it that you would recommend

[ Renovo Financial ] to a friend or colleague?”

The Net Promoter Score®, or NPS®, measures customer

experience and has become the industry standard for

measuring customer loyalty. Introduced in 2003, the

NPS score serves as an alternative to traditional customer

satisfaction research and is calculated using a 0-10 scale

to answer to the single question:

HOW THE NPS SCORE IS DETERMINED

Subtracting the percentage of Detractors from the percentage of Promoters yields the Net Promoter Score, which can range from a low of -100 (if every customer is a Detractor) to a high of 100 (if every customer is a Promoter).

Detractor

Not at all Likely Extremely Likely

PromoterPassive

0 42 6 91 5 83 7 10

80.7 Renovo Financial

AppleRenovo Financial

TeslaGo ProToyota Harley Davidson

Amazon

An NPS that is positive (i.e., higher than zero)

is felt to be good, and an NPS of 50+ is excellent.

80.7

51

33

89

52

97

61

Sour

ce: n

psbe

nchm

arks

.com

2017 Renovo Financial Survey Data

Responses: 280 | Promoters: 235 | Passive : 36 | Detractors: 9

Note: Not all respondents choose to leave a comment

80.7Renovo Financial

10

8

9

8

9

8

10

10

10

10

10

10

8

10

10

10

Renovo is extremely professional and truly dedicated to client service. The company is constantly working to make the borrower experience better and more efficient. I encour-age them to keep innovating!

Easy process.

Awesome people to do business with. You guys are excellent com-municators that do what you say you are going to do. Look forward to many years of doing business together.

Prompt response to borrowers needs and quick turnaround with funding.

I am very happy with Renovo as a real estate partner. They’ve been very pleasant to work with and the “back end” customer service is the best. Thanks Dan & Joe!

Great follow-up and project management.

The process is streamlined and the team is very helpful with communicating.

The Renovo team that I’ve worked with to date, have all been very responsive and accommodating to our needs! Abbey, Rolf, Carlie, Krisan, Daniel R, Danny C, Nic and Kyle are all a pleasure to work with!! Thank you for making what could be a daunting process simple and pain free.

Renovo has a well structured financial engine that provides solutions to the renovation industry. It seems, however, a bit pricey, as far as fees are concerned.

Great people to work with, excellent process, fast efficient, user friendly. System wide focus on customer satisfaction. Excellent sharing of industry resources and contacts. Sincerely care about the success of their clients.

Everything was perfect except too expensive. Hopefully I can get a better rate on the next deal.

Everyone is great to work with!

As an investor, who also has partners, I can relay that people are sensitive to interest rates and points.

The application process was simple and quick. However the chart with the actual figures in the LOI should be reviewed. It’s hard to understand and incomplete. This was also the case at closing when I did not receive all Renovo figures pre-closing, such as origination schedule, fees, total transfer. A lot of information was missing which caused confusion and frustration.

Rolf was very professional and made the process very smooth, Krisan was fantastic as well, I look forward to doing more deals with Renovo.

Great service would recommend to other investors.2017 Renovo Financial Survey Data

Responses: 280 | Promoters: 235 | Passive : 36 | Detractors: 9

Note: Not all respondents choose to leave a comment

Great support team. Especially Brandon and Nic.

Your service is very expensive but very professional and easy to work with.

You cool.

Very good service and goods, expensive fi nancing though.

Though the rates are higher for new clients, the responsiveness of partners involved and ability to close In a short period was a refreshing change compared to past experiences with other lenders.

Fast, reliable & good service.

Rates high and construction/rehab $$$$ must be charged interest from beginning of loan vs. being drawn down.

Quick, effi cient, and very client- friendly!

Prompt and professional.

Very fast!

Great service.

All aspects of the transaction were handled in the most professional manner.

I love you guys. I am working on another deal with you now.

Danny Cowin’s support during this project was fantastic. Toward the end of the project it was very stressful and at times I was unsure if the loan would close. Danny helped me work through some challenges with my insurance and went out of his way to work with GCG to extend the insurance 3 times! To maintain insurance while we worked through the fi nal details to close. He took time out of his day to listen to what I was going through and off er support and advice for how to learn from it and improve going forward. It is that type of support I had hoped for when partnering with Renovo and Danny provided it well beyond what was required. He is a credit to the Renovo team and I guarantee you will help you grow and keep customers going forward.

Daniel and Kyle!

Great customer service!

The team at Renovo was very easy to work with and made the fi nancial portion of our process smooth! We are VERY grateful for that since we weren’t so lucky with the actual rehabbing portion due to poor contracting. We learned from it though and look forward to working with Renovo AGAIN!!!

10

8

7

10

10

10

10

10

10

10

7

9

10

10

10

10

10

More than two thirdsof Fortune 1000

companies use the NPS metric*

* As reported by Bain & Company to Bloomberg in May 2016

I had a very positive experience with Renovo. Everyone was very friendly and helpful throughout the process. Receiving draws was easy after being treated fairly during construction inspections. Thank you!

Excellent Service! Great people! Renovo is truly a partner!

Everyone was very professional and courteous.

Four in one day! Thanks to Brandon, Florin, Eric, Daniel, Dan, MJ, Krisan, and Brad.

So far, Renovo Financial has delivered as promised. Very fast and diligent. Would like to see it this way all the way thru the life of my loan.

Great customer service.

For this type of lender you won’t find a better one.

Very responsive. Able to close in 10 days.

Fees are higher than other companies. Service is good. But when you do multiple deals, fees do matter.

From start to finish the Renovo team took care of my need in a top notch manner. I can’t thank you enough. I am talking about your team every-where I go, I am looking for another deal so we can do it again. Thanks.

The addition of Krisan Nash to the Renovo team is an extension of your great judgment of talent and attitude. She is a gift to all of us. My world feels a bit more sane when I know she’s in it. And, Daniel continues to wow me with great instincts and insight. He’s a true partner to me.

Keep up the great work! Draws are fast and easy!

The whole team and application process was smooth, efficient and amazing! I started working with Rolf Schwarz who reviewed our project, trusted in us, and then spearheaded our whole application process. He made it all come together and we loved working with him! And he helped make it happen fast enough to meet our tight deadline. Daniel Rosen was also great to work with. He was open and honest about expectations the entire time. We really appreciate his trust in us and are excited to build a strong and profitable business with him! Abbey and Krisan made the entire application process enjoyable for us. We know there is a lot that goes into these applications and we thank them so much for making it seamless for us. Also, we have already learned so much from Kyle regarding construction. We appreciate all of his advice and knowledge on the renovation. We know our project will be successful with him running the budget. Thank you so much to the whole team. We know this is going to be a long and successful relation-ship. We could not be happier to be working with Renovo!

8

10

10

10

10

10 10

10

10

10

8

10

10

Florin, Danny & Nic are awesome to work with. They made my transaction painless : )

Money is very pricey through you folks but you have a good team!

Too many people involved and poor communication. Sent in full signed doc set in advance for review and closer was never told.

Great customer service.

Curious to see how the transition will work from my loan officer to the new loan officer. Closings are seamless and we hope everything will stay the same.

Brandon Moulton truly exceeded my expectations on this transaction. I never intended to do anymore deals with Renovo but this was a deal I couldn’t resist.

Too many hidden fees and surprises.

Excellent service.

Renovo was great for our first flip. Everybody that we worked with was very helpful. However, the interest rate is very high making the carrying costs higher than other hard money lenders.

The whole team is professional, understanding and very helpful, the process is simple and fast.

Nice and smooth.

Renovo and staff are very attentive to your individual rehabbing needs, and your vision for growth. I truly appreciate the team they have put in place to help me be successful including Daniel, Danny, Abbey, Carlie, Kyle, Menia, and Bobby – I appreciate them all, and the hard work they put in to help me be successful. Thank you.

Simply the greatest finance partner!

Renovo came recommended by a very close friend of mine. Everyone that I have spoke with on the phone or in person has been service oriented and professional.

Renovo’s team has been a pleasure to work with.

I appreciated the way that Renovo treated me like a valued customer. They maintained communication from beginning to end, and treated any request for documentation as if it were of the most highest urgency. I would recommend them to anyone.

Great service & quick inspections. Easy to work with. Great staff. I like the company vision and leader- ship in place. I’m very likely to recommend your services.

As always, great job.

Great financial company. Always there to answer calls And money ready to keep working on project with no delays. Two thumps up.

10

7

8

10

10

10

10

10

8

10

9

1

10

10

8

9

10

10

10

The entire Renovo team has done an excellent job for me. Very quick to respond and coordinate draw inspections. Immediate release of approved funds. Danny Cowin, Jose Vazquez, Nic Maranell, and Bobby from inspections, have all been very easy to work with and are top notch with their customer service skills. Also great support from Daniel Rosen and Abbey Latz. Looking forward to an expanded working relationship.

Great people, easy to work with , minimal paper work required, fast close ... recommended.

I would defi nitely recommend. Very professional and organized.

Centrally located. The Home Depot discount program, Cook County Land Bank connection, and the discounted hazard insurance. The staff are responsive and readily available to tend to their client needs.

Lots of paperwork. Too many various fees. How about simplifying the deal?

Very happy with the service.

Great.

Thanks to Renovo for your help.

Unparalleled service!

Quick, good follow through and hassle free closing.

Dan is the man.

Quick turnaround over a holiday weekend! Great job! Thank you!

Communication and effi ciency are awesome!

This was my fi rst time using Renovo after several years of communication. There are many important factors that contribute to a successful real estate deal. However, ‘organization’ appears to be a common attribute among successful providers in this industry. Working with Adam Farag and Marcus Velazquez I found communication was timely, expectations were set appropriately, and requirements were met on time. I am in the process of closing my second deal with Renovo, and Krisan Nash is proving to be another unstoppable force. I have a high level of confi dence in future deals with Renovo. Simply put, Renovo ‘gets things done’. Thank you Renovo!

Renovo came through with another option when I was in a tight situation. Joe understood my needs and recommended another line of action.

Comprehensive program.

9

10

10

10

10

10

8

10

5

10

9

10

10

10

10

10

84% of respondents ratedRenovo with a score

of 9 or 10

For creativity alone!

I would not recommend Renovo for several reasons. First, every deal I’ve done with Renovo changes from the time I sign the term sheet to right before we close. The term sheets are worthless. Second, I don’t like the draw process. On my last deal they held my funds because they said the property was not fully completed even though the items completed were listed in my SOW. I’m paying interest on the funds and the items listed on my SOW was complete. Further, Renovo’s underwriting is to strict for the amount of money I’m paying. I’m paying a premium to avoid dealing with a conventional bank but Renovo’s underwriting process is very similar.

Very efficient with moving through large amount of complex papers and team worked well together.

The process was straight forward and was expedited. From beginning to the closing was only 2- weeks. I believe it will even be faster with the next transaction.

The loan fulfilled its primary purpose but because it took a little longer to close I got hit over the head in fees !!!

Great job on a tough deal. Thank you to Dan Rosen, Brandon Moulton, and Carlie Billimeyer!! Great job.

Quick Response. High Interest rates, but great service.

My loan was funded at 86% of proposed cost yet I’m being charged 100% of the associated interest. When I brought this to Renovo’s attention I was informed that I would receive the balance of the 14% at the end of the project! I have multiple projects in construction and receiving funds at the END of a project doesn’t help. I would’ve rather they disbursed the 14% throughout the construction draws or refund the paid interest and remove the 14% all together. However, I’ve heard nothing else in regards to this situation and my payments haven’t changed.

Excellent service. Loan was funded as planned in a timely manner.

Seem to be good guys to work with, a little disorganized on my first deal.

City took a long time to get permits. I didn’t make what I was expecting to on this project.

Always on top of it.

Rates too high anymore to be competitive.

Excellent customer service, that gives exceptional an expedited help in funding our loan from start to finish. We love them because they care about the community and Developers/Investors they serve.

Very likely to recommend.

10

0

2

10

7

7

0

9

10

10

10

710

10

10

The process was streamlined and staff was attentive and knowledgeable.

This loan was set to close very quickly and everyone on the team stepped up to make it happen on time! Thanks!

High interest $%.

You guys came through for me twice now when I really needed you. I really appreciate that and I have no issues there. I do have some suggestions for improvement. Days before the closing, we were still talking about documents for closing. Some of the stuff at closing seemed delayed with the title company. Also, sometimes it takes over a week to get an inspector to look at my property. It seems like you guys close loans faster than you perform draws. Last thing is the pricing. You guys are really expensive! I think you have great service, and you always come through for me, but you are expensive.

They get it done!

Service and response are excellent, Renovo team members are friendly and very cooperative, helpful and understanding. Interest rates are high!

A NPS score above 50 is considered excellent

Everyone at Renovo did what they said they would, when they said they would ... which is the most important part of a deal......However, on top of that, everyone was extremely professional, courteous and friendly from the CEO on down to the closing agent and everyone in between. I closed Friday, Today is Monday and I have a second deal working with Rolf Schwarz (Rolf goes above & beyond)!

Everybody I’ve communicated with at Renovo has been extraordinarily professional. The money is there in record time. I couldn’t believe it came so fast. Kyle is an extremely bright young man and has walked through all the changes with me to ensure the best possible outcome. I would defi nitely recommend Renovo.

Simply because you are the best!

Everyone was very helpful, accommodating, courteous and professional. We are looking forward to working with you in the coming years.

Renovo Financial is well run team that is helping us close projects that are outside box for banks. Thank you very much!

They truly care about their clients and give the absolute BEST customer service in the most professional and respectful way.

Great team. Fast closings and great service.

9

9

8

10 10

10

10

10

10

10

10

10

10

The loan process was as easy as breathing.

Very easy to work with.

Renovo’s service is outstanding. I wear a Renovo hat and people think I work for Renovo! You guys are like family to me. I love Renovo!

The loan process has been smooth.

Excellent team working behind the scene. Made diffi cult timely situations easy to work through.

The customer service was great, the team helpful and prompt with responses and follow-up. Renovo portion of the deal was high.

Closing went fast and clean just very expensive!

Because of the people running it.

Very friendly and helpful, answered all my questions.

Fast closing.

3% of customer responseswere rated 6 or lower.

The remaining 13% rated Renovo a 7 or 8

Great client service. Effi cient. A little pricey but it’s worth it. Great team.

Great service & speed. Easy to work with.

Easy loan.

Everyone treated me with respect and was nice.

Because you took a chance on a new company, and worked with us.

Great job again!!!

Very high priced, non fl exible, additional requirements right before closing. The reason I would not recommend Renovo to anyone is based on the last minute cosign requirement and capital require-ment as well as non-fl exibility for future deals as well as very high rates. I was also under the impression 9 months of interest was wrapped. Luckily I have graduated from hard money and I would recommend the same tomy friends.

Brandon and the crew are easy to work with. Loans are on pricey side compared to others though. Points are killing it.

Communication is the best ! You do what you say your going to do. The only suggestion I can make is to ask for everything up front rather than after the deal is in the works. You Rock!

10

9

7

9

0

10

10

10

10

9

9

10

10

10

10

10

10

10

10

You guys just get it done!

Renovo was very responsive and I felt that the people I spoke with truly understood the value of what I’m trying to do.

Great working with the entire team at Renovo!

I can’t say enough how great the Renovo team performed - amazing urgency and follow through, great work. I feel incredibly confident in executing our project. Great stuff.

I have been dealing with Renovo for almost 5 years now, and I have built a great relationship. I only wish the terms were a little bit more helpful to investors like myself who are trying to do volume properties. It would entice me to move on more proper-ties and build a larger pipeline. Aside from that the staff, and all employees are wonderful, and very attentive to my needs, and I would recommend Renovo as I have often done in the past when asked.

Efficiency.

I think it is 10/10 experience but I think the costs and terms are a bit high.

Renovo worked with us to get through a difficult deal and a long holding period.

Great experience, friendly team. However the fees are high.

Everyone at Renovo has done an excellent job. Response are timely. Access to capital is efficient. Things run smooth. Very likely to recommend to colleagues.

Service is excellent and loan setup is quick. Downside is there are no advances to construction draws and rates are a little high for today’s market.

I gave an 8 after the closing due to misunderstandings or a break down in communication prior to the closing. However, since the closing, there has been minimal interaction due to the city’s timely permit process. Due to the limited interaction between Renovo and myself, I left the score the same. I’m sure as the deal moves forward, I will be able to give a 10. To this point I am satisfied. Thank you.

I have had great experiences with Renovo on multiple deals in 2016 and beginning of 2017. The last two deals didn’t start with a great experience because of the new terms established end of 2016. The requirement of escrow of taxes on my first deal in 2017 I understood because taxes were due within the next two months, yet this last deal where I was required to escrow taxes for August I do not agree with whatsoever. I have dealt with many lending institutions and most of their conventional products where there is 80% LTV don’t even require escrow. Most loans with Renovo are 65% LTV after repair and at minimum require 20% down at closing.

8

8

5

10

10

10

10

9

9

9

10

10

8

Our customer responses shape Renovo’s commitmentto creating and delivering the best customer

experience possible.

Great overall experience! Danny has been awesome to work with!

My experience with Renovo has been fantastic. Excellent support and truly knowledgeable about our niche market.

Good people to work with and very helpful throughout the process, they explain in detail. Thanks for your support.

Quick and efficient service.

Great job guys!

Flawless communication and execution, every step of the way!

Awesome customer service!

Very easy to work with. Smooth process throughout.

The Renovo Team was there for us when we really needed them. So friendly and accommodating. Truly personal service from the application process through the payoff. Cody Robbins always made me feel like I was the most important Renovo customer. Thank you for everything!

Great turn around time and execution; as we closed on the date I set for closing. Flexible with the terms I suggested and Daniel was very responsive. It felt like the whole Renovo team was working for me over the last two weeks! Job well done. Thank you.

The loan process and people that I work with went above and beyond to ensure that the property I work on was a success, in terms of advice and timing on funding to move the project forward.

Speed. Efficiency. Client service.

Very professional and straight forward service.

Great customer service. Thanks again for a smooth and quick closing.

So far I have been treated great. I will be able to speak better after I have completed my first deal, which I am in the process of. I look forward to giving you my true feeling at that point. I hope for a great experience. Thank you.

This review is not easy for me to write because of my past experi-ences, but I want to be honest with you as I know how important these surveys are to your operating model. While I am thankful for the exception that was made for Dave to sign at a latter date, the process was not as easy as it once was. Communication at Renovo seemed challenging on many levels. For instance I had to send documents over several times to different people. The process was frustrating up until the very end when the closing lawyer was trying to record. Rolf was a great help in moving things along. Without his intervention I’m not sure it would have closed on time which would have resulted in us losing the deal.

10

10

10

10

9 9

9

10

10

10

99

10

10

10

10

Our customer responses shape Renovo’s commitmentto creating and delivering the best customer

experience possible.

INSIGHT

IMPROVEMENT

ACTION

REVIEW

Renovo Financial is fi rst and foremost a customerservice company. Our success or failure is directlyaligned with how our real estate investor clients,

strategic partners, and employees realize their goals.

We believe in meeting with clients face-to-face, taking the time to understand their individual business and personal goals and committing Renovo’s capital,

strategy, and talent towards their achievement.

Your goals. Our commitment.

Kevin Werner, CEO

www.renovofi nancial.com