Lender Lab 3.0

Digital Business Banking

Lab 3.0

Actionable VOC Insight for Competitive Intelligence and Product Development

Digital Business Banking

This new study from Barlow Research will allow your organization to follow the actual small business customer journey during the digital application process to a $75K term loan. Through the Barlow CX Lab, we performed a detailed investigation of the online loan application process for a small business among a competitive set of providers. Barlow Research evaluated each step of the experience using criteria relevant to small business owners' interests. The customer experience is video captured to provide an experiential record of the entire process. This research will provide a better understanding of how each tested organization deploys their digital loan application process for small businesses.

Overview and Objectives

The goal of this study is to help your organization gain insight on the small business customer experience during the application process with financial institutions that feature an online application and a quicker decision time compared with traditional business lending models.

Through the Barlow CX Lab, we performed a detailed investigation of the online loan application process to a $75,000 unsecured, three year term loan for a multi-owner small business. Actual small business owners were recruited to conduct these evaluations at: Bank of America, PNC, Regions, Wells Fargo and OnDeck.


Each CX Lab evaluation collected the following information:

  • Pricing
  • Documentation
  • Verification process for multiple owners
  • Online user experience
  • Electronification
  • Application follow-up
  • Timeline of events
  • Points of interest during the process


Deliverables include a summary report of research results (including any paperwork collected during the process and timelines), access to videos of the loan application experience and a Webex presentation of results for your team.

Results are available now on the Barlow Research web portal.


Please contact us

to request a prospectus or schedule a phone meeting


Featured Content

Register Today! Best Practices. Navigating Now and Tomorrow.

Barlow Research's 2019 Business Banking Conference
Join us on
May 20th & 21st, 2019 at the Loews Chicago O'Hare Hotel! Learn More

Podcast: "Customer Panel Discussion: The Middle Market Banking Credit Experience"

Video/Audio podcast recordings of the May 2019 First Friday are now available! Free to licensed clients in MyBarlow or available for sale.

Barlow’s Merger Playbook: BB&T + SunTrust

Available Now!
Insight on the impact to the competitive small business and middle market landscapes resulting from the merger. Intelligence you can’t get anywhere else!
Contact us for pricing.

Analyst's Journal - May 15, 2019

Four of the Top Ten Banks Achieve Higher Than Average Middle Market Mobile Banking Adoption

Content is updated as of May 17, 2019 Are middle market companies ($10MM-<$500MM in...

Join the conversation on small business banking