02 Post Inspection Survey (B)

Overview

This initiative seeks to enhance the virtual inspection process by gathering immediate feedback from borrowers and monthly insights from lenders. After each inspection, borrowers receive a brief text message survey about their experience.

At the end of the month, lenders receive a detailed email survey requesting feedback on the overall process. This two-pronged approach aims to pinpoint areas for improvement, leading to actionable changes that increase borrower satisfaction and elevate service quality. By demonstrating a commitment to listening and responding to feedback, this initiative fosters trust and engagement with both borrowers and lenders.

Requirements for the experiment

Are there tech assets that are required?

Yes, survey tools like Google Forms or SurveyMonkey.

Are there creative assets that are required?

Yes, survey design and question templates.

Is there copy or script assets required?

Yes, survey questions and follow-up messages.

Is team training required?

Minimal, just on using the survey tool.

Is there any third party software subscriptions?

Possibly, for advanced survey features.

Is there information required from customers?

Yes, their feedback on the inspection process.

Key Performance Indicators

How do we track the impact of the experiment?

Through survey response rates and feedback quality.

Where is the data going to be stored?

In the survey tool's database and possibly a centralized customer feedback system.

What quantitative data are we tracking for this experiment?

Survey response rates, satisfaction scores.

What qualitative data are we tracking for this experiment?

Detailed feedback comments.

How will the metrics be presented?

In monthly reports and dashboards for internal review.

📅 Time to implement

- Weeks

⚖️ Sample Size

-

💸 Budget

$ -

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