Lender Lab 3.0

Lender Lab 3.0


Lender
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.

Focus

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/Timing

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

The Strategy Dashboard Toolset

Five powerful, interactive tools designed to identify and size markets through enhanced sales and service quality are founded on Barlow's voice of the business data.
1. Primary Bank Legacy Market Share

2. Relationship Management Staffing Model

3. Value of the Customer

4. Customer Profiler Banker Edition

5. Customer Profiler Strategy Edition

Podcast: "Leveraging Technology to Enhance the Customer Experience: KeyBank's Success with Small Business Wellness Review"

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

Finding Core Deposits Study

New! This study is a three-component initiative designed to identify the best opportunities to increase core deposits. This study will capture the deposit behaviors in three business customer sales ranges, analyze deposit balances, and size and identify opportunities.
Timely guidance to support growth strategy!

Contact us
to learn more.

Analyst's Journal - Aug 14, 2019

Fastest Growing Products in the Middle Market Banking Segment

At Barlow Research, we currently track usage of 29 different products within the middle market...

Join the conversation on small business banking