Loan questions that show what borrowers didn't understand
Ask borrowers how the application went, from the documents to the decision and the rate. Each question below comes with when to ask it and what the answer tells you.
What loan and mortgage survey questions tell you
Loan and mortgage survey questions ask borrowers about the steps between applying and signing: the paperwork, the wait for a decision, whether the rate matched what they expected and how the advisor treated them. Borrowers who feel rushed or confused may still sign, and then remember it when the loan comes up for refinancing.
Ask right after the decision, approved or declined, while the documents and calls are fresh. Pick four to six questions for an email or a link in your own decision letter, and keep the question about pressure in every version, since it is the answer a lender most needs to hear.
Each written answer gets a category, a theme, a type and a sentiment, and each response an urgency. In the inbox, give a borrower who felt pressured an owner and a status, and send those answers to Slack or Microsoft Teams for the lending manager.
- Questions
- 14
- Best asked
- Right after the loan decision
- Industry
- Finance
- Where to find them
- From library in the Usertick survey editor, on every plan
The 14 loans and mortgages questions, with when to ask each
Grouped by what they tell you. Use them as they are or change the wording.
The application and the decision
Ask how hard the application was, how long the decision took and which documents slowed it, so you can shorten the path to a yes.
- 01Customer effort
How easy was the loan application?
Ask first, right after the decision. Results shows the average and the share who found it easy; select the low scores to see which documents and unclear terms those borrowers picked.
- 02Ruler
How many days did the decision take?
Days from application to decision, on a ruler up to 60. Results shows the median and the middle half, a fairer picture than the average when a few files stall for weeks.
- 09Multiple choice
Which documents were hard to provide?
Which documents slowed the application, with None for borrowers who had them ready. The bars in Results show where a checklist or a clearer upload step would save days.
- 14File upload
Upload your latest payslips
Collects pay stub files with the response, shown in a gallery in Results. Ask for documents in your own application flow where you can, and use this only with your compliance team's agreement. File upload is on every plan, 1 per survey on Free.
What borrowers understood
Check whether the rate and terms were clear and how sure borrowers feel, so you can fix the offer documents before the next applicant reads them.
- 03Yes / No
Was the interest rate what you expected?
Tests the quote against the final offer. A No here, read with the question on what was unclear, tells you whether the rate changed or was simply explained badly.
- 04Multiple choice
What was unclear?
The single thing that confused the borrower most, with Nothing for those who followed every step. Results shows the share of each; a large share on fees or early repayment points at the offer document.
- 08Text
What about the loan should we explain better?
The open question for the end. Answers are grouped by theme with a sentiment, so repeated confusion about fees or repayment shows up in the borrowers' own words.
- 07Big scale
How confident are you that this is the right loan?
Confidence in the choice, on a 1 to 10 scale, asked after signing. Low scores beside a Yes on pressure deserve a call before the first repayment is due.
The advisor and the pressure
Rate the person who handled the loan and ask about pressure, then put the recommend score beside both.
- 05Stars
How helpful was your advisor?
Stars for the advisor or loan officer. Results shows the average and the share who rated 4 or higher; use logic to skip it for borrowers who applied online without speaking to anyone.
- 06Yes / No
Did you feel pressured at any point?
Ask it in every version of the survey. Select Yes in Results to read those borrowers' other answers, and give each one an owner in the inbox so a manager follows up.
- 12NPS
How likely are you to recommend us for a loan?
The recommend question for lending. Results shows the score, the detractors, passives and promoters, and the split per device; ask it again a few weeks after the loan starts to include the first repayment.
What borrowers need next
Learn what the loan is for, how much people want and which terms they prefer, before you change what you offer.
- 10Dropdown
What is the loan for?
What the loan is for, from a home to consolidation. Select a purpose in Results to read that group's scores on their own, since a mortgage takes longer than a car loan for good reasons.
- 13Slider
How much would you like to borrow?
The amount the borrower wants, on a slider from 1,000 to 100,000. Results shows the median and the middle half; use it in a survey before people apply to size the products you show first.
- 11This or that
Which loan terms do you prefer?
Two trade-offs: fixed or variable, and a shorter term or lower payments. Results shows a split bar per pair, which helps before you change the products you lead with.
Tips for asking about loans and mortgages
Small choices that get honest, useful answers.
- 01
Ask declined applicants too
Send the survey after every decision, approved or declined. Declined applicants can tell you which steps felt unclear or unfair, which approved borrowers have little reason to mention.
- 02
Follow up on any pressure
Give every Yes on the pressure question an owner in the inbox, and have a manager call within the week.
- 03
Keep documents in the application
Collect pay stubs and statements in your application flow. Use the survey to ask which documents were hard to provide.
- 04
Read results by loan purpose
Read mortgage answers apart from car and personal loans. Each has its own timeline, and mixing them hides the slow steps.
Add these questions to a survey
From the library to the first answers.
- 1
Open the library
In the Usertick survey editor, choose From library, filter by industry and topic, and add several questions at once.
- 2
Or paste your own list
Paste questions reads up to 10 questions from any text on Free, 100 on Starter and 200 on Pro and above, keeps your wording and picks an answer type for each.
- 3
Choose where it runs
Show the survey on your website, send it by email, share its link and QR code, or switch it to a conversation.
- 4
Read the answers
Results counts every score and choice, and Usertick reads each written answer and files it by topic, on every plan.
Templates and more questions about loans and mortgages
Full surveys that ask about the same things, and neighboring topics in the library.
Templates
Browse all templatesFrequently asked questions
Right after the decision, and again a few weeks after the loan starts if you want the recommend score. Usertick sends to a contact list now or on a date you schedule up to 30 days ahead, with no automatic send when your loan system records a decision.
Yes. Use the same survey, add logic to skip the questions about the loan itself, and keep the ones on clarity, documents and pressure.
Four to six. Start with the effort score, add the decision time and what was unclear, ask about pressure and end with the open question.
Yes, on every plan, with the file upload question (1 per survey on Free). Files appear in a gallery in Results with picture location data removed, though your own application flow is the better place to collect them.
Yes. The question library comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.
Yes. Once a question is in your survey, reword it, change its options or its answer type, and add logic to skip it for some answers.
Yes. The library is translated into Usertick's built-in languages, and in any other language it shows in English for you to translate.
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