Customer Needs Analysis A group of midtoupper level managers used available information about their clients, as well as their knowledge of the business, to build a matrix highlighting the most valuable information about their customer requirements. Mortgage brokers are suppose to show this on line 801 of their Good Faith Estimate and escrow will show it on the estimated and final closing statements (HUD1) when closing a loan for a mortgage broker. Their main problem was meeting project deadlines and providing a user friendly environment to their customers.