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Loan Borrower Survey Template: Statements, Escrow & Support

Use this ready-to-send template to measure borrower satisfaction with loan statements, escrow clarity, and customer support to boost CX and cut churn. 6–8 min.

What's Included

AI-Powered Questions

Intelligent follow-up questions based on responses

Automated Analysis

Real-time sentiment and insight detection

Smart Distribution

Target the right audience automatically

Detailed Reports

Comprehensive insights and recommendations

Sample Survey Items

Q1
Multiple Choice
Which type(s) of loan do you currently have with your primary lender? Select all that apply.
  • Mortgage
  • Auto loan
  • Personal loan
  • Student loan
  • Home equity/HELOC
  • Other
Q2
Multiple Choice
In the past 3 months, how often did you review your loan statements?
  • Every month
  • Most months
  • About half the time
  • Rarely
  • Not at all
Q3
Multiple Choice
How do you usually access your statements?
  • Online account/portal
  • Mobile app
  • Email (PDF or link)
  • Printed mail
  • By phone with a representative
Q4
Matrix
Thinking about your most recent statement, please rate your agreement with each:
RowsStrongly disagreeDisagreeNeither agree nor disagreeAgreeStrongly agree
Amount due is clearly shown•••••
Due date is easy to find•••••
Previous payments are summarized clearly•••••
Fees are itemized and explained•••••
Interest rate/APR information is visible•••••
Escrow details (if any) are transparent•••••
Q5
Opinion Scale
Overall, how easy was your most recent statement to understand?
Range: 1 – 10
Min: Very hardMid: NeutralMax: Very easy
Q6
Multiple Choice
Attention check: To confirm you’re paying attention, please select “Agree.”
  • Strongly disagree
  • Disagree
  • Neither agree nor disagree
  • Agree
  • Strongly agree
Q7
Multiple Choice
Do you have an escrow account tied to your loan?
  • Yes
  • No
  • Not sure
Q8
Dropdown
How clear are the escrow calculations shown on your statements?
  • Very clear
  • Clear
  • Neither clear nor unclear
  • Unclear
  • Very unclear
  • Not applicable
Q9
Multiple Choice
Which escrow-related issues, if any, have you experienced in the last 12 months? Select all that apply.
  • Unexpected escrow shortage
  • Large annual escrow adjustment
  • Taxes paid late
  • Insurance paid late
  • Force-placed insurance
  • Difficulty understanding escrow analysis
  • None of the above
  • Not applicable — I do not have an escrow account
Q10
Multiple Choice
In the past 6 months, which ways did you contact customer support about your loan, if any? Select all that apply.
  • Phone
  • Live chat
  • Email
  • In person/branch
  • Did not contact support
Q11
Dropdown
Thinking about your most recent support interaction, how satisfied were you?
  • Very satisfied
  • Satisfied
  • Neither satisfied nor dissatisfied
  • Dissatisfied
  • Very dissatisfied
  • Not applicable — I did not contact support in the past 6 months
Q12
Ranking
Rank your preferred channels for future support (1 = top choice).
Drag to order (top = most important)
  1. Phone
  2. Live chat
  3. Email
  4. Self-service portal/FAQ
  5. In person/branch
Q13
Opinion Scale
How likely are you to recommend your lender to a friend or colleague?
Range: 1 – 10
Min: Not at all likelyMid: NeutralMax: Extremely likely
Q14
Long Text
If you could change one thing about statements or escrow, what would it be?
Max 600 chars
Q15
Multiple Choice
What is your age group?
  • 18–24
  • 25–34
  • 35–44
  • 45–54
  • 55–64
  • 65 or older
  • Prefer not to say
Q16
Multiple Choice
Which of the following best describes your gender?
  • Woman
  • Man
  • Non-binary/gender diverse
  • Prefer not to say
Q17
Multiple Choice
Where do you currently reside?
  • United States
  • Canada
  • United Kingdom
  • Australia/New Zealand
  • European Union
  • Other Europe
  • Latin America
  • Middle East/Africa
  • Asia
  • Other
  • Prefer not to say
Q18
Multiple Choice
What is the highest level of education you have completed?
  • Less than high school
  • High school diploma or equivalent
  • Some college, no degree
  • Associate degree
  • Bachelor’s degree
  • Graduate/professional degree
  • Prefer not to say
Q19
Multiple Choice
What is your current employment status?
  • Full-time
  • Part-time
  • Self-employed
  • Unemployed
  • Student
  • Retired
  • Homemaker
  • Prefer not to say
Q20
Chat Message
Welcome! This survey asks about your loan statements, escrow, and any recent support experiences. Your answers are confidential and take about 6–8 minutes.
Q21
AI Interview
AI Interview: 2 Follow-up Questions on Your Borrowing Experience
AI InterviewLength: 2Personality: Expert InterviewerMode: Fast
Q22
Chat Message
Thank you for your time—your feedback helps us improve statements, escrow transparency, and support.

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