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Loan application survey template

Learn what slows a loan application, once the decision is made

Four questions for applicants after the decision: how easy it was to apply, how long the decision took and what was unclear along the way. Use it as it is or change any question, and Usertick reads every written answer for you.

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What this loan application survey tells you

A loan application survey asks applicants about the process once they know the outcome. This template asks four questions in about a minute: an effort score for the application, how long the decision took, what was unclear along the way and anything else they want to say about the process.

It is written for an email sent once the application is decided, approved or declined, while the documents and the waiting are still fresh. The same template runs as a link you add to your own decision email, or in the chat layout, one question at a time, for applicants who answer on a phone.

Every written answer is read as it arrives and filed under a category from your list, such as Fees and rates or Support, with a type, a sentiment and an urgency. Results shows the effort score against the period before and the share of each wait and each unclear step, and selecting one filters the whole page to those applicants.

In an emailAs a linkOn your websiteAs a conversation
Questions
4
Time to answer
About a minute
Written for
An email once the loan application is decided
Plans
Every plan, the free plan included

See it on every channel

The same template on your website, behind a link, in an email and as a conversation.

In an email

Send it from Usertick to a contact list, with the first question inside the email. A tap on an answer opens the rest of the survey with that answer already kept. Usertick sends 50 emails a month on the free plan, or connect your own sender.

The 4 questions, one by one

What each question asks, why it is there, what it shows you and what to change.

Question 1 of 4 · Customer effort

How easy was the application process?

Why ask it
Effort is what applicants remember about a loan process, more than the number of screens. A 7-point scale from very difficult to very easy gives your lending team one figure to move after each change to the forms.
What you learn
Results shows the average on the 1 to 7 scale and the share who found it easy, with a hard-to-easy bar, against the period before.
Make it yours
Keep it first, so applicants can answer inside the email with one tap and the rest of the survey opens with that score kept.
Question 2 of 4 · Multiple choice

How long did it take to get a decision?

Why ask it
Your system knows when the decision was made. The applicant knows how long it felt from the first form to the answer, including the days spent finding documents, and that is the wait you are judged on.
What you learn
A donut shows the share and count of each wait, and over time as stacked shares, so a slower month shows up as a growing More than a week slice.
Make it yours
Change the bands to fit your product, such as hours for a card decision and weeks for a secured loan.
Question 3 of 4 · Multiple choice · Optional

Was anything unclear along the way?

Why ask it
Confusion causes calls to your team and abandoned applications. Applicants who made it through can name the part they didn't understand, from the documents list to what happens after approval.
What you learn
Bars show the share and count of each unclear point, with every typed Other answer listed beside the chart. Select Where my application stood to see how those applicants scored the effort.
Make it yours
Keep No, everything was clear as the last option, and add the questions your applicants ask your team most often.
Question 4 of 4 · Text · Optional

Is there anything else you'd like to tell us about the process?

Why ask it
Declined applicants often explain why the process felt unfair, and approved ones mention what nearly sent them to another lender. One open question at the end catches both.
What you learn
Usertick reads each answer as it arrives, files it under a category and a theme from your list, marks it as a complaint, a question or an idea, and flags the urgent ones, in any language.
Make it yours
Keep it optional, so applicants who only want to give a score can still send their answers.

What the answers show

Results turns each question into numbers you can follow week by week.

How easy was the application process?

The average on its own scale and the share who found it easy, against the period before and by device.

How long did it take to get a decision?

The share of each answer with its count. Select an answer to narrow the whole page to those people and read what else they said.

Was anything unclear along the way?

The share of each answer with its count. Select an answer to narrow the whole page to those people and read what else they said.

Every written answer, read for you

Each answer arrives with its category, theme, type and urgency, so the urgent ones reach your team first.

Use this template in four steps

From the template to the first answers.

  1. 1

    Open the template

    Sign up free and pick Loan application in the template gallery. It opens in a matching style, ready to change.

  2. 2

    Make the questions yours

    Reword any question, change the options, and add logic or more questions.

  3. 3

    Choose where it runs

    Show it on your website, send it by email, share its link and QR code, or switch it to a conversation.

  4. 4

    Publish and read the answers

    Answers arrive in Results and the inbox as people send them, each written one read and filed by Usertick.

Tips for this survey

Small choices that keep people answering and the answers useful.

  1. 01

    Ask both outcomes

    Declined applicants judge the process differently from approved ones. Send the survey to both, and keep one copy of the survey per outcome when you want to compare them in Results.

  2. 02

    Send within days of the decision

    Import the week's decided applications as a contact list and send, or schedule the send up to 30 days ahead. Usertick doesn't send it on its own when your system records a decision.

  3. 03

    Keep financial details out

    Don't ask for income, account numbers or ID numbers in the survey. The questions work without them, and Usertick's terms don't allow government ID numbers.

  4. 04

    Give confusion an owner

    Assign every answer that mentions the rate or the fees to the person who writes your offer letters, and follow it with a status and notes in the inbox until the wording changes.

Customer effort scoreFinancial services surveysEmail surveysLoans and mortgages questions

More customer effort templates and questions

Templates like this one, and single questions from the library to add to it.

Templates

Browse all templates
Customer effortBusiness loanLearn how easy your business loan process is for small business owners, from documents to funding. Send it after the funds arrive.
Customer effortTask effort reviewMeasure the effort and time a key task takes, and find the step that slows people down. Show it after someone finishes a long task, such as an import or their first report.
Customer effortCustomer effort (CES)Measure how much effort it took customers to get what they needed. Show it right after a support ticket is solved, a checkout or a setup step.
Customer effortReturns and refundsMeasure how easy your returns process is and learn the real reasons products come back. Send it once the refund has been issued.

Questions from the library

Browse the question library
  1. How easy was the loan application?Customer effort · Loans and mortgages
  2. How many days did the decision take?Ruler · Loans and mortgages
  3. Was the interest rate what you expected?Yes / No · Loans and mortgages
  4. What problem were you trying to solve?Text · Research
  5. How do you handle this today?Text · Research
  6. How often does this come up?Dropdown · Research

Frequently asked questions

Within a few days of the decision, approved or declined, while applicants remember the forms and the wait. Send it from Usertick to that week's decided applications, or put the link in your decision email.

Yes. They often had the hardest time with documents and waiting, and they tell you whether the decision was explained. Keep the questions about the process, so nobody is asked to argue the outcome.

Three to five. This template asks four, two of them optional, and takes about a minute.

Filter Results to the low scores to see what those applicants found unclear and how long they waited. Start with the step that comes up most, then compare the average in the next period.

Usertick doesn't send surveys on its own after an event in another system. Put the survey's link in the decision email your system sends, or let a HubSpot workflow (HubSpot Professional or Enterprise) send it to each contact it enrolls.

Yes. Every template comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.

Yes. The template becomes your own survey, so reword any question, add or remove questions, and change the options and the logic. The gallery stays as it is.

Yes, from Starter. The template is written in US English. Add languages by hand or with AI translation, and each person sees the survey in their browser's language.

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