P2P Convo Questions 8-7

Enter Customer ID:

Enter Rep ID

Please select your department?

Customer Service

Application Support

Loan Processing

Collections

Why did you choose your current payment method?

Why did you default?

Bank information not up-to-date

Sudden expenses

Payment dates changed –or—changed job

Money not transferred in time

No reminder email/SMS/call

Lost Debit card/changed DDI

Is your default payment method using the same account that your salary is deposited into?

What prompted you to contact us?

Email

Voicemail

Missed Call

Dropped Call

Is there anything that you received or did today (information, updating info, processed payment) that you would prefer to have received or done via email, SMS, or online?

What do you like about your online account?

What do you dislike about your online account and what would you change if you could?

Did you know you can do XXXX on the website? [XXXX is what the rep did for the customer, only ask this question if this action could be completed on the website, such as updating personal details]

Yes

No

What do you like about your online account?

Have you used another lender?

Yes

No

May I ask which lender you chose?

Which aspects of their services seemed more appealing to you than Pounds to Pocket’s?

Higher Loan Amount

Speed of Process

Cost of loan

(APR, Additional Fees, Interest Amount, Discount Deals)

Customer Support

(Friendliness, Online Chat, Responsiveness of CS)

Ease and Convenience

What amount were you approved for with them?

Where in the application did you stop? Why?

Was it easier to complete the application over the phone?

Yes

No

The same

Additional Comments

Is there anything that you received or did today (information, updating info, processed payment) that you would prefer to have received or done via email, SMS, or online?