Power users on Experience.com often extract 80% more value from the platform by automating touchpoints that catch friction before it escalates. While most firms stop at a single post-close survey, industry leaders orchestrate proactive journeys that protect high-value B2B relationships and turn positive sentiment into a structured referral pipeline.
Moving beyond passive feedback requires targeting referral campaigns at emotional peaks and automating transitions between loan stages. This shift from simple data collection to active reputation management is what differentiates a "post-close" mindset from a true growth strategy.
How Experience.com Reimagined SocialSurvey for the Modern Era
The shift from SocialSurvey to Experience.com wasn't a mere rebranding; it was a visionary architectural overhaul. Back in 2020, we recognized that the fixed, one-off survey model was becoming obsolete. We purposefully built the current platform to handle the complex, real-time data orchestration that the industry is only now standardizing in 2026.
This planned metamorphosis moved the platform from an isolated feedback tool to a unified intelligence layer. Today, it acts as a central hub that listens to your tech stack in real-time. Whether you are a lender, brokerage, or servicer, you can trigger high-fidelity journeys the moment a status changes in your LOS or CRM—an capability we engineered years before it became a market necessity.
Are You Running a Basic Setup or a Power-User Engine?
Many teams get stuck in "Basic Mode," sending one survey at the end of a transaction and hoping for a five-star result. While that is a start, the real ROI begins in Power-User Mode, where the Campaigns Module acts as a true management engine.
Power users manage multiple personas—borrowers, referral partners, and internal staff—simultaneously. By using score-based branching, they route satisfied promoters toward Google reviews while ensuring frustrated clients are instantly connected to executive escalation. They don't just measure the experience; they actively shape it.
Why the Campaign Builder is the "Brain" of Your Reputation
The Campaign Builder is the functional logic center of the platform. While competitors often require weeks of professional services, custom scoping, and additional fees to launch a new survey journey, Experience.com allows you to build, test, and deploy a campaign in a single afternoon.
As one of our power users recently noted, "In other platforms, standing up a milestone touchpoint was a month-long IT project. Here, we can pivot our strategy in hours, not weeks." This agility is possible because we balanced an intuitive drag-and-drop interface with immense underlying power:
Advanced Conditional Logic: Build rules based on loan stage, product type, customer language, or branch location. A first-time homebuyer might need educational check-ins, while a seasoned investor gets streamlined milestone updates automatically.
Behavior-Driven Branching: The system pivots based on engagement. If someone opens an email but ignores the survey, the system can automatically follow up via SMS. If they provide a 10/10 score, it can strike while the iron is hot and trigger a referral request.
Smart Throttling: This respect for the recipient’s inbox is what preserves B2B relationships. You can set frequency caps to ensure high-volume professional partners aren't buried in surveys, maintaining data integrity without causing fatigue.
By applying advanced logic to business units like wholesale and servicing—areas traditional tools often ignore—you ensure every customer touchpoint contributes to your reputation. Moving from a single survey to a lifecycle strategy eliminates the "black boxes" in your B2B and long-term retention efforts.
The Power of LOS-Triggered Milestone Campaigns
Relying solely on a post-close survey at the end of a 30-day mortgage process is high-risk. The Campaigns Module uses real-time LOS triggers to intercept borrower anxiety at critical milestones. A 2025 J.D. Power study found that mortgage customer satisfaction surges when originators adopt an advisory-style approach rather than a transactional one.
Connecting your LOS allows you to automate specific touch-points for these five critical moments:
Application Submitted: Welcome the borrower and set clear expectations for the documentation phase.
Conditional Approval: A peak "relief" moment ideal for a micro-pulse on communication quality.
CD Issued & Clear to Close: High-excitement moments ripe for review prompts and referral requests.
Funded & Boarded: The benchmark for final review capture and closing the loop.
Internal Ops Pulse: A post-close campaign where the LO rates the backend team, using Loan IDs to generate internal performance leaderboards.
Creative Use-Cases: Solving for Wholesale and Servicing
One of the most effective ways to use the platform is adapting it to the corners of the industry that traditional surveys miss. Power users treat every specialized business unit—whether wholesale or servicing—as a unique channel for high-fidelity data.
Wholesale Lending: The B2B Quiet Period
In the wholesale world, your customer is the broker. If you survey them on every single file they fund, you'll ruin the relationship with "survey fatigue." Our power users solved this by setting a 60–90 day quiet period. The broker gets a feedback request on their first file to ensure everything is smooth, but then the system remains "quiet" for subsequent fundings for three months. It respects the broker’s inbox while still providing the lender with consistent, high-quality performance data every quarter.
Mortgage Servicing: Protecting the Future Sales Funnel
I’ve noticed many servicers feel they don't need to prioritize experience because the borrower doesn't choose them. However, a 2025 report showed servicer satisfaction is 131 points lower than originator satisfaction. That gap is a massive risk. A bad servicing experience regarding escrows or insurance payments can poison the well for your sales team. By using "point-in-time" surveys after CSR interactions, our clients are ensuring their servicing departments protect the brand reputation rather than eroding it. It’s inspiring to see these teams recognize that a good experience in servicing is actually a retention strategy for the next loan.
10 Concrete Campaign Examples to Launch This Quarter
The Expectation Setter: Explains the "Big 3" loan killers (unauthorized credit, job changes, undocumented deposits) at the start.
The Agent Co-Brand: Automatically captures a status update pulse from the Buyer's Agent on speed and transparency.
The Nerve Check: Sent 72 hours before closing to provide a "what to expect" guide and a confidence pulse.
The CD Countdown: Triggered at CD issuance to ensure wire instructions and IDs are ready.
The Detractor Rescue: Scores below 7 trigger high-priority alerts to the Branch Manager for immediate resolution.
The Google Multiplier: Automatically branches promoters to your Google Business Profile via API embed.
The Fallout Follow-up: Sent 48 hours after a loan is withdrawn to identify if the loss was due to price or service.
The Home Anniversary: An automated 365-day trigger delivering home equity snapshots and market trends.
The Internal Lead-to-Ops: Allows LOs to rate internal processing per Loan ID to surface superstars or bottlenecks.
The Insurance Referral Loop: Closes the loop when a customer completes a survey for a referred insurance partner.
Proof Points: Metrics That Actually Move the Needle
To justify the shift to Power-User mode, track the metrics that impact the balance sheet.
Survey Response Rates: Post-close surveys remain the benchmark with 35–60% completion. Prior-to-closing touchpoints typically see 6–21%, while servicing point-in-time surveys range from 1–3% depending on the interaction.
Public Review Volume: Users often see a 3x lift in Google reviews within 90 days by branching promoters directly to Google Business Profiles.
Resolution Speed: Track how quickly your team closes the loop on "Red Alerts" triggered by the Campaigns Module.
Referral Interest: Catching borrowers at peaks like "Clear to Close" captures referral intent when it is at its highest.
Getting Started: 5 Steps to Campaign Mastery
If you are a current client or a new evaluator looking to level up, don't try to build 50 journeys at once.
Audit Your Current Journey: Map out where your borrowers currently go "dark" for more than 4 days.
Choose 3 Key LOS Milestones: Start with Appraisal, Conditional Approval, and Closing.
Define Your Branches: Decide what happens when someone is unhappy (detractor) versus thrilled (promoter).
Set Your Guardrails: Apply quiet hours so the system isn't texting people at 2:00 AM on a Sunday.
Pilot and Pivot: Run the new campaigns for 30 days, look at the "drop-off" data, and refine your messaging.
The Campaigns Module is more than a feedback tool; it is a retention engine. By leveraging the full flexibility of the Experience.com platform—from the conditional logic to the specialized B2B quiet periods—you ensure that every person who interacts with your brand feels seen, heard, and valued.
Ready to turn your "Basic Mode" into a growth engine? Book a strategy session with your Account Manager, Success Manager, or an Account Executive to blueprint your first LOS-triggered journey and see the power of automated reputation management in action.
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