Insights from 42,000 Consumer Voices
Borrowing money is no longer just about interest rates — it’s about experience.
Consumers now expect speed, clarity, and empathy from lenders. Yet the data shows that many borrowers still face friction at nearly every stage, from loan application to customer support.
PissedConsumer’s Customer Experience in the Loans & Mortgages Industry 2025 report analyzes more than 42,000 consumer opinions across 356 companies, collected through reviews, calls, messages, and surveys.
The insights reveal where companies lose trust — and how they can rebuild it.
This article reveals selected insights from PissedConsumer’s Customer Experience in the Loans & Mortgages Industry 2025 report.
The full report offers in-depth benchmarks, trend analysis, and company-level data.
Explore the full report →
Application and Approval — Where the Journey Begins
28.38% of All Complaints Relate to Loan Delays
Loan approval and processing issues are the leading source of frustration for borrowers. Slow reviews, missing updates, and unclear approval criteria create the friction. The good news: most of these are operational, not trust-based problems, and can be fixed through better workflow transparency and real-time status tracking.
Executive takeaway:
Borrowers interpret every delay as a sign of disorganization. Streamlining approval processes not only improves speed but also strengthens credibility.
Complaint Volume Trends Show Seasonal Vulnerability
Complaint data peaks in Q1–Q2 2024 (approximately 4,500 complaints per quarter), dips in Q3 (3,300), and rises again in Q4 as first payments and unexpected fees become apparent. This pattern reflects internal strain and communication breakdowns during key financial cycles.
Executive takeaway:
Seasonal complaint surges aren’t random — they mirror operational inefficiencies. Anticipating them helps lenders allocate resources more effectively.
Contact and Support — The Struggle to Reach Help
46.6% of Consumers Couldn’t Reach Customer Service
Nearly half of customers report being unable to reach a live representative.
Of these, 52.9% said no one answered, while 29.4% blamed automated systems with no live-agent option.
For financial services, this gap isn’t just inconvenient — it’s reputational. When consumers feel unheard, they turn to public platforms to express dissatisfaction.
Executive takeaway:
Automation without accessibility erodes trust. A hybrid model — automation for basics, humans for complexity — should become the industry norm.
Wait Times Remain a Major Friction Point
More than 31.7% of customers waited over 10 minutes to reach support.
Delays like these can make even minor issues, such as billing errors or payment inquiries, emotionally charged.
Executive takeaway:
In finance, time is emotional currency. Reducing wait times directly improves satisfaction and loyalty.
Service Quality — The Numbers Behind Satisfaction
Customer Satisfaction (CSAT) — Average Score: 32
An industry-wide CSAT of 32 shows inconsistent service quality.
Top performers, such as Navient (88) and HDFC (75), prove that high satisfaction is possible, but many companies fall below 50, revealing systemic issues.
Executive takeaway:
The gap between leaders and laggards is vast, offering opportunity for competitive differentiation through better service.
Customer Effort Score (CES) — Nearly Half Find It Hard to Reach Support
48.8% of respondents describe reaching a live agent as “difficult.” Complex IVR systems, limited support hours, and rigid scripts increase frustration.
Executive takeaway:
High effort equals low loyalty. Simplifying contact pathways is an investment in customer retention.
Net Promoter Score (NPS) — Loyalty in Decline
The average NPS is –40, indicating that detractors outnumber promoters significantly.
Customers are not only unsatisfied — they’re actively warning others against these lenders.
Executive takeaway:
Reputation recovery begins with consistent, transparent problem-solving. In lending, trust is the ultimate currency.
Consumer Behavior — Before Going Public, They Try to Resolve It
88.7% of Consumers Contact the Company First
Most borrowers don’t complain publicly right away — 88.7% first contact the company directly.
However, only 14.1% received a response after their first attempt, and 43% never saw a resolution.
That’s where frustration turns into public backlash.
Executive takeaway:
Every unresolved private complaint can become public. Strengthening first-contact resolution reduces online negativity.
Preferred Channels: Phone and Email Still Reign
Despite digital chat and self-service tools, phone and email remain the preferred methods for consumers to resolve financial issues. Borrowers expect to speak with a human voice when dealing with high-stakes matters, such as loan adjustments or disputes.
Executive takeaway:
Digital doesn’t mean impersonal. Live, human contact remains central to trust.
Trends Reshaping Customer Experience in 2025–2026
- Consumer Patience Is Diminishing. Lengthy approvals and unclear communication are no longer tolerated. Speed and transparency define trust more than pricing.
- Resolution Quality Will Outweigh Resolution Speed. Fast responses mean little if problems persist. Nearly one-third of “resolved” cases still result in dissatisfaction.
- Trust Is a New Asset. With rising complaints about hidden fees and vague terms, transparency and ethical practices are essential for growth.
- Automated Support Systems Alone Are Failing. Customers appreciate efficiency but demand empathy. AI tools must complement, not replace, human interaction.
- Consumer Awareness Is Growing. Borrowers are more informed and vocal. Public reviews now serve as real-time trust signals for the entire market.
- Proactive Communication Builds Loyalty. Early, transparent updates about loans, payments, or security concerns drive stronger retention.
Executive takeaway:
Customer experience is not a department — it’s a core business strategy. Proactive, transparent engagement protects both reputation and profitability.
Turning Insights into Action
The data shows a simple truth: companies that fail to listen pay twice — first through customer churn, then through public reputation damage.
Metrics such as CSAT, CES, and NPS are not vanity figures; they’re early warnings of systemic issues.
For business leaders, the message is clear:
- Audit complaint data regularly to identify recurring issues.
- Benchmark your service performance against competitors to gauge your effectiveness.
- Combine automation with empathy — efficiency must coexist with understanding.
- Invest in proactive outreach before customers lose patience.
The full version of PissedConsumer’s report extends these findings with company-level analysis, deeper segmentation, and long-term trends.
It’s designed for CX, marketing, and operations leaders aiming to turn feedback into measurable business outcomes.
Get the full report here →
Includes company benchmarks, trend visualizations, and extended satisfaction analytics.
Conclusion: Listening to the Data Behind the Voices
Every complaint, delayed response, and unresolved call is more than a pain point — it’s a signal.
Decoded properly, these signals reveal exactly where trust breaks and how to rebuild it.
Companies that act on this data won’t just improve service; they’ll redefine how consumers experience financial stability.
Each complaint is a data point in disguise. The lenders that learn to read these signals first will be the ones borrowers trust with their most important financial decisions.
Legal disclaimers:
- While every effort has been made to ensure the accuracy of this publication, it is not intended to provide any legal, medical, accounting, investment or any other professional advice as individual cases may vary and should be discussed with a corresponding expert and/or an attorney.
- All or some image copyright belongs to the original owner(s). No copyright infringement intended.
