Did you get what you came in for?
F
Branch Experience Survey
Evaluator agent · 1.1K uses
Evaluator Agent
Post-Closing Borrower Experience Feedback
They just came through a stressful process with total recall. Ask now. A mortgage or loan closing is a long, stressful process and the borrower has just come through it with total recall of every delay and unclear request. This conversation captures that while it is fresh, and identifies the borrowers who are ready to refer.
Referral rate lifted
Stage-level friction identified
Chasing behavior measured
Used 1,204+ times
What's inside this template
Start from this conversation and adapt it to your team — change any question, add your own logic, and connect the tools you already use.
Information it collects
Each stage of the process and how it wentWhere things went slowWhether anyone proactively kept them informedWhether they had to chaseWhether they would use the same lender againWhether they would recommend
Questions it always asks
The core fields every response captures.
Always walk the process stage by stage rather than asking for an overall rating
Always ask whether they would recommend the lender
How it adapts
Follow-ups that change based on what people say.
If a stage dragged, ask whether anyone proactively told them or whether they had to chase
If they would not recommend, ask what specifically would have changed that
Where it routes people
Different paths for different answers.
Send stage-level friction to the team that owns that stage
Route promoters to the referral program immediately
Automations it can trigger
Actions that fire the moment a response comes in.
Post stage-level friction to #lending-ops in Slack weekly
Update the borrower record in Salesforce with the referral signal
Create a HubSpot task to invite promoters into the referral program
SOC 2 Type II and ISO 27001:2022 certified. Responses are encrypted in transit and at rest, and you own your data. View our Trust Center.
How this AI agent works
The conversation walks the process in order: application, documentation, underwriting, appraisal where relevant, and closing. It asks where things went slow, where communication was unclear, and whether anyone kept them informed without being chased. It closes by asking whether they would use the same lender again and whether they would recommend them, which is the referral signal.
Getting started
- 1
Trigger within a week of closing while the process is still vivid
- 2
Map your process stages so friction maps to the team that owns each
- 3
Capture referral willingness as a distinct signal from satisfaction
- 4
Route the promoters to the referral program and the friction to operations
Template Details
- Agent Type
- Evaluator
- Category
- Banking and financial services
- Industry
- Financial Services
- Business outcome
- Improve customer satisfaction
- Job to be done
- Collect customer feedback
- Journey stage
- Feedback & evaluation
- Replaces
- Survey tools
- Integrations
- Salesforce, Hubspot, Slack
- Times Used
- 1,204+
Forms collect fields. Conversations capture context.
Static forms force complex situations into rigid dropdowns. Perspective captures structured data and the reasoning behind it — so your team makes better decisions, faster.
The static form
yoursite.com/intake
Category *
Select...
Details
Describe your situation...
Submit
Result:Category: "Other"|Details: "It's complicated"
No context. No follow-up. No next step.
- Closing surveys usually arrive as a short satisfaction form at the moment the borrower most wants to stop thinking about the process, and response rates reflect that.
- A single satisfaction score for a months-long process with several handoffs cannot identify which stage caused the frustration.
- Referral willingness is rarely captured at the point of highest goodwill, so the referral opportunity passes unused.
The AI conversation
"Tell me more about the timeline — when did this start, and is there a deadline your team is working against?"
Extracted & structured automatically
Category
High-priority
Urgency
Deadline: 2 weeks
Sentiment
Frustrated but hopeful
Next step
Route to senior team
Triggered: Slack alert sent| CRM updated
Right team. Full context. Instant action.
- The conversation walks the process stage by stage, so friction is located with the team that owns it rather than described as a general sense that it took too long.
- It asks specifically whether anyone proactively updated them or whether they had to chase, which is consistently the strongest driver of how the process felt.
- Because it captures referral willingness explicitly, promoters can be routed into a referral program at the moment they are most positive.
What is post-closing borrower research?
It is feedback collected shortly after a loan or mortgage completes, covering the whole process from application through to closing. It serves two purposes: identifying process friction while the borrower still remembers it precisely, and capturing referral intent at the point of peak goodwill.
FAQ
Frequently Asked Questions
Explore More Agents
More lending templates for loan abandonment, lender switching and advisor onboarding.
Is the issue actually resolved now?
O
Call Center Survey
Evaluator agent · 2.2K uses
Did you feel believed?
F
Fraud Dispute Survey
Evaluator agent · 1.2K uses
Was anything harder than it should have been?
L
Member Onboarding Survey
Evaluator agent · 2K uses
What was being asked of you when you stopped?
M
Loan Abandonment Survey
Evaluator agent · 2.1K uses
Do you know what happens next?
T
Advisor Onboarding Survey
Evaluator agent · 1K uses
Related Articles
How lenders turn a completed loan into referrals and process fixes.
Banking Customer Experience in 2026: Conversational Feedback for Branch and Digital
How banks close the gap between a satisfaction score and a fixable cause.
Read article
Chime AI Customer Onboarding: How the Largest US Challenger Bank Replaced Forms With Conversations
How a challenger bank rebuilt onboarding around conversation instead of forms.
Read article
SoFi AI Strategy: How the Member-First Fintech Built Conversational Financial Discovery in 2026
How a member-first fintech uses conversation to understand financial intent.
Read articleForms are costing you business
Replace drop-off, poor qualification, and missing context with AI conversations that capture structured data and real understanding. Set up in minutes.
No credit card required • Cancel anytime