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Customer Journey

🗺️ What are the

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How can we improve our communication

Why it’s important: Understanding how clearly 24 Hour Inspections communicates with borrowers at every stage—from scheduling to inspection preparation—can help refine messaging and improve the overall customer experience.
Key Question(s):
Were the instructions provided by the scheduler and inspector clear and easy to understand? Were there any points of confusion?
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5. Satisfaction with Inspection Process

Why it’s important: Satisfaction with the inspection process itself—how smoothly it went, how thorough it was—can directly impact overall borrower satisfaction and the likelihood of repeat business or referrals.
Key Questions: How satisfied were you with the actual inspection process? Were there any issues or points of frustration?
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Scheduling Flexibility and Ease

Why it’s important: The ease with which borrowers can schedule inspections, especially if they could do so themselves, is crucial for convenience and satisfaction.
Key Questions: How easy was it to schedule your inspection? Would you have preferred more flexibility or the ability to schedule online?
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How can we improve the

Why it’s important: Borrowers need to feel fully prepared for the inspection process. Understanding how prepared they feel can highlight gaps in the preparation phase that could be addressed.
Key Questions: How prepared did you feel going into the inspection? Was there anything you were unsure about?
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Borrower submits a new draw request funds from Lender

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Lender places inspection order with 24H

Are you aware of the process the lender takes to place inspection order requests with 24H inspections

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Lender tells borrower that inspection request has been submitted


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Scheduler contacts Borrower to schedule inspection


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Inspector sends a text message to borrower to prepare for the inspection

What is the inspector asking exactly, where is the SOP
How long is the inspector prepping for the inspection, what are they reviewing
What does the message to the borrower say
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Borrower opens the link and the inspection begins

What was the experience receiving the text from the inspector?
Was it clear what was needed to be inspected before the start of the inspection.
What it clear on how to use the link?
Would it have benefitted you to have more information about the link?

General Questions

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General Inspection Services Questions

Have you used other inspections services before?
What were the inspection services that you used?

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General Borrower Questions

Have you used other inspections services before?
What were the inspection services that you used?

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General Lender Questions


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Inspection of (on street location)

Was there a clear explanation about why we need photos of the street
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Inspection of (draw items)

Was there a clear understanding of what to take photos
Was there a clear explanation
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Inspection of (standard items)

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Inspection is processed by 24H

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Inspection report is sent to lender

Did the lender communicate when the inspection report was delivered
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Lender reviews inspection report and releases funds to borrower




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