Q01
Long Text
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Loan Servicing Experience & Satisfaction Survey
Measures borrower satisfaction across loan statement clarity, escrow account transparency, and customer support quality to identify key drivers of retention and service improvement opportunities.
Sample questions
A preview of what’s in the template. Every question is editable before you launch.
25 questions · ~4 min
Q02
Multiple Choice
Which type(s) of loan do you currently have with your primary lender? Select all that apply.
Q03
Long Text
Thinking about your most recent loan statement, please rate your agreement: The information on my statement was accurate.
Q04
Multiple Choice
Do you have an escrow account tied to your loan?
Q05
Multiple Choice
In the past 6 months, how have you contacted customer support about your loan, if at all? Select all that apply.
Q06
Long Text
How likely are you to recommend your lender to a friend or colleague?
Q07
Multiple Choice
What is your age group?
Q08
Long Text
Thank you for completing this survey. Your feedback will help us improve loan statements, escrow transparency, and customer support. Your responses will be kept confidential and reported only in aggregate.
Q09
Multiple Choice
In the past 3 months, how often did you review your loan statements?
Q10
Long Text
The layout and organization of my statement made it easy to find important details.
Q11
Long Text
How clear or unclear are the escrow calculations shown on your statements?
Q12
Long Text
Thinking about your most recent customer support interaction, how satisfied or dissatisfied were you with the experience?
Q13
Long Text
How satisfied are you with your overall loan servicing experience?
Q14
Multiple Choice
Which of the following best describes your gender?
Q15
Multiple Choice
How do you usually access your loan statements? Select all that apply.
Q16
Long Text
My statement was delivered in a timely manner.
Q17
Multiple Choice
Which of the following escrow-related issues, if any, have you experienced in the past 12 months? Select all that apply.
Q18
Long Text
Please rank your top 3 preferred channels for future loan support (1 = most preferred).
Q19
Long Text
Based on your responses in this survey, if you could change one thing about your loan servicing experience — whether related to statements, escrow, or customer support — what would it be?
Q20
Long Text
In which country do you currently reside?
Q21
Long Text
My statement included all the information I needed about my loan.
Q22
AI Interview
We'd like to explore your loan servicing experience in a bit more depth. An AI moderator will ask you a couple of follow-up questions based on your responses about statements, escrow, or customer support.
Q23
Multiple Choice
What is the highest level of education you have completed?
Q24
Long Text
Overall, how easy or difficult was your most recent loan statement to understand?
Q25
Multiple Choice
What is your current employment status?
What’s included
AI follow-ups
Adaptive probes on open-ended answers that pull out detail a static form would miss.
Attention checks
Built-in safeguards against rushed answers and low-quality respondents.
AI-drafted copy
Wording, ordering, and branching written by the AI — tuned to your research goal.
Auto report
Themes, quotes, and a plain-English summary write themselves once responses come in.
Ready to launch?
Open this template in the editor. Every part is yours to change before the first respondent sees it.