Measures borrower satisfaction across loan statement clarity, escrow account transparency, and customer support quality to identify key drivers of retention and service improvement opportunities.
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
Template Overview
25
Questions
AI-Powered
Smart Analysis
Ready-to-Use
Launch in Minutes
This professionally designed survey template helps you gather valuable insights with intelligent question flow and automated analysis.
Sample Survey Items
Q1
Chat Message
Welcome, and thank you for participating in this survey about your loan servicing experience. We are interested in your honest opinions about your loan statements, escrow account, and any customer support interactions.
There are no right or wrong answers — we simply want to understand your experience. Your responses are confidential and will be reported only in aggregate. Participation is entirely voluntary, and you may stop at any time.
The survey takes approximately 6–8 minutes to complete.
Q2
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 (please specify)
Q3
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
Q4
Multiple Choice
How do you usually access your loan statements? Select all that apply.
Online account/portal
Mobile app
Email (PDF or link)
Printed mail
By phone with a representative
Other (please specify)
Q5
Opinion Scale
Thinking about your most recent loan statement, please rate your agreement: The information on my statement was accurate.
Overall, how easy or difficult was your most recent loan statement to understand?
Range: 1 – 7
Min: Very difficultMid: NeutralMax: Very easy
Q10
Multiple Choice
Do you have an escrow account tied to your loan?
Yes
No
Not sure
Q11
Opinion Scale
How clear or unclear are the escrow calculations shown on your statements?
Range: 1 – 7
Min: Very unclearMid: NeutralMax: Very clear
Q12
Multiple Choice
Which of the following escrow-related issues, if any, have you experienced in the past 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
Q13
Multiple Choice
In the past 6 months, how have you contacted customer support about your loan, if at all? Select all that apply.
Phone
Live chat
Email
In person/branch
Did not contact support
Q14
Opinion Scale
Thinking about your most recent customer support interaction, how satisfied or dissatisfied were you with the experience?
Range: 1 – 7
Min: Very dissatisfiedMid: NeutralMax: Very satisfied
Q15
Ranking
Please rank your top 3 preferred channels for future loan support (1 = most preferred).
Drag to order (top = most important)
Phone
Live chat
Email
Self-service portal/FAQ
In person/branch
Q16
Opinion Scale
How likely are you to recommend your lender to a friend or colleague?
Range: 0 – 10
Min: Not at all likelyMid: NeutralMax: Extremely likely
Q17
Opinion Scale
How satisfied are you with your overall loan servicing experience?
Range: 1 – 7
Min: Very dissatisfiedMid: NeutralMax: Very satisfied
Q18
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?
Max chars
Q19
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.
AI InterviewLength: 2Personality: [Object Object]Mode: Fast
Reference questions: 5
Q20
Multiple Choice
What is your age group?
18–24
25–34
35–44
45–54
55–64
65 or older
Prefer not to say
Q21
Multiple Choice
Which of the following best describes your gender?
Woman
Man
Non-binary/gender diverse
Prefer not to say
Q22
Dropdown
In which country do you currently reside?
United States
Canada
United Kingdom
Australia
New Zealand
Germany
France
Netherlands
Other European country
Latin America
Middle East/Africa
Asia
Other
Prefer not to say
Q23
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
Q24
Multiple Choice
What is your current employment status?
Full-time
Part-time
Self-employed
Unemployed
Student
Retired
Homemaker
Prefer not to say
Q25
Chat Message
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.
Frequently Asked Questions
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