The BNTouch Surveys module turns the CRM into a structured feedback collection system. Aiden walks through building a post-loan follow-up survey end to end: activating the module, naming the survey, adding mixed question types (5-star ratings, 1-10 bubble ratings, drop-downs, free-text comments), inserting the survey into an email template, sending it to a borrower, and reviewing the response inside the borrower’s record and across aggregate reports. The point is not generic NPS collection; the point is loan-officer-specific feedback that ties back to the actual file and the actual LO on every response.
Surveys is a paid module like Voice or Website Builder. “[Go to the] module section to activate surveys. If you do not have a module section associated with your account, just go ahead and get in touch with the account owner and they can add that for everyone on your team” [ieZT5yJT8Io m1]. Once activated, the Surveys section appears in the marketing tab and every user on the account can use it.
The example survey Aiden builds: post-loan follow-up
The walkthrough builds the simplest useful survey end to end: a post-funding follow-up. “We’re gonna call [it] post loan on follow-up. We’re gonna do a quick follow-up, this is probably the simplest one, just that you’d send out after a loan is closed to see how you performed and get some basic [feedback]” [ieZT5yJT8Io m2].
This is the right starting place because it answers a question every brokerage owner has but few have data on: which LOs are getting the kind of post-funding feedback that drives referrals, and which are not.
The four question types you can mix
Aiden adds one of each type to the example survey to show what they look like:
5-star rating
“We’ll start with this one here, the 5-star rating” [ieZT5yJT8Io m3]. Familiar interface, low friction. Use this for high-level satisfaction (“How would you rate your overall experience working with us?”).
1-10 bubble rating (NPS-style)
“Bubble ratings where they can give you a 1 through 10, and then we put the context up here so they know what 1 equals are no, 10 equals [yes]” [ieZT5yJT8Io m4]. This is the NPS-style scale. Use this for likelihood-to-recommend (“On a scale of 1-10, how likely are you to recommend our team to a friend?”). The context labels matter; if you do not label 1 and 10, respondents do not know which direction is positive.
Drop-down (single-select)
The drop-down question type is good for forced-choice questions where you want clean categorical data. Examples: “Which loan officer worked with you on this file?” with a list of LOs, or “What was the most important factor in choosing us?” with a pre-set list of factors.
Free-text comments
“You would put anything else you’d like to add, and then you’ll see that just gives a text query box where people can type in long-form answers” [ieZT5yJT8Io m5]. This is the one that produces the highest-value qualitative feedback. The 5-star rating tells you how the borrower feels overall; the comment tells you why. Both together are the input to actual operational changes.
Notifications on response
One small but useful detail. “In this last little piece you can select if you want to receive a notification by email [on every response]” [ieZT5yJT8Io m5]. Turn this on for any survey where a low score should trigger immediate follow-up. If a borrower gives you a 2-out-of-10 on the post-funding survey, you want to know within an hour, not on the monthly aggregate report.
The insert-into-email flow
Surveys ship to borrowers as a link inserted into an email. From the walkthrough: “Click insert survey” [ieZT5yJT8Io m7]. The flow:
Build the email in the campaign step editor as you normally would.
Click insert survey in the editor toolbar.
Choose which survey to insert from the list.
The survey link gets dropped into the email body.
Send the email; the borrower clicks the link and the response lands back in BNTouch.
From the demo: “I created a campaign for this post long follow-up. Okay let’s go ahead and get into here. So this is an email subject line, let us know how we did” [ieZT5yJT8Io m6]. The email is just a regular email; the survey is the asset embedded inside it.
Where responses live
Survey responses land in two places. First, on the individual borrower record: “From within each record that a survey has responded on, you can get a detailed view of their responses” [ieZT5yJT8Io m9]. So when an LO opens a borrower file to follow up, they see exactly what the borrower said on the post-funding survey.
Second, in the aggregate reports: “All of our responses… and this will give us a really cool breakdown of all of the different answers that we asked” [ieZT5yJT8Io m9]. Aggregate reports let you slice the data by question, by LO, by time period. Example aggregate cuts:
Average 5-star rating this month vs. last month.
NPS score by loan officer (drop-down “Who was your loan officer?” question lets you segment).
Comment volume and recent comment text.
From the demo on per-LO reporting: “[Responses can be] being responded to by each person on your team. You can see our Jim responses right there that we gave” [ieZT5yJT8Io m10]. So a branch manager can run a survey across the whole team and see which LO’s name comes up most often in the drop-down.
A specific scenario: catch a churn risk before they churn
An LO has a borrower whose loan funded 60 days ago. The post-funding survey email goes out as part of the closed-loan campaign. The borrower fills it out: 6 out of 10 on the NPS question, comment text reads “process took longer than I expected, communication was OK but not great.” The LO gets an immediate email notification because they have notifications turned on.
The right play is to call the borrower the same day, acknowledge the feedback, and ask what specifically felt slow. Two outcomes are likely. Either the borrower vents, you listen, and they upgrade their internal score (and stop telling friends the negative version of the story). Or you learn there is a real process gap to fix on the next file. Either way, you caught the churn risk before it became a referral lost.
Other survey use cases beyond post-funding
Aiden mentions the post-loan follow-up as the simplest case. Other surveys worth running on the same infrastructure:
Mid-process check-in. Send 30 days into underwriting. Catches process issues while you can still fix them.
Lost-deal exit survey. When a lead goes cold or chooses another lender, send a one-question survey asking why. Free-text answer goes to your sales-process improvement list.
Partner satisfaction. Send to realtor partners quarterly. Different question types but same infrastructure.
Onboarding feedback for new LOs. Internal use of the same survey tool to track how your own training is landing.
Honest limits
Surveys ship as links, not embedded forms. The borrower clicks a link in the email to take the survey, which adds one click compared to fully embedded form responses. This is the standard pattern for tools that need to log responses against a specific record; the trade-off is acceptable.
The module is paid. Surveys is not in the base BNTouch subscription. Check pricing with the BNTouch team before assuming it is on.
Aggregate report depth is real but bounded. You get response counts, average ratings, breakdowns by team member, and comments. You do not get sentiment analysis or AI-driven categorization of free-text answers; if you want that, export and run it in a separate tool.
Build your first survey
To set up the post-funding survey on your account and wire it into your closed-loan campaign, request a demo and ask the team to walk through the module activation and the insert-into-email flow. The Mortgage Circles app page covers the borrower-facing experience.
