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
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
How do you usually access your statements?
- Online account/portal
- Mobile app
- Email (PDF or link)
- Printed mail
- By phone with a representative
Thinking about your most recent statement, please rate your agreement with each:
Overall, how easy was your most recent statement to understand?
Attention check: To confirm you’re paying attention, please select “Agree.”
- Strongly disagree
- Disagree
- Neither agree nor disagree
- Agree
- Strongly agree
Do you have an escrow account tied to your loan?
How clear are the escrow calculations shown on your statements?
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
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
Thinking about your most recent support interaction, how satisfied were you?
Rank your preferred channels for future support (1 = top choice).
How likely are you to recommend your lender to a friend or colleague?
If you could change one thing about statements or escrow, what would it be?
Max 600 chars
What is your age group?
- 18–24
- 25–34
- 35–44
- 45–54
- 55–64
- 65 or older
- Prefer not to say
Which of the following best describes your gender?
- Woman
- Man
- Non-binary/gender diverse
- Prefer not to say
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
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
What is your current employment status?
- Full-time
- Part-time
- Self-employed
- Unemployed
- Student
- Retired
- Homemaker
- Prefer not to say
Welcome! This survey asks about your loan statements, escrow, and any recent support experiences. Your answers are confidential and take about 6–8 minutes.
AI Interview: 2 Follow-up Questions on Your Borrowing Experience
Thank you for your time—your feedback helps us improve statements, escrow transparency, and support.