Matched-Pair Testing
Two comparably qualified testers with controlled differences make similar inquiries. The resulting interactions can be evaluated for differences in information, encouragement, assistance, follow-up, and treatment.
Services
Testing designed around real fair-lending risk.
Independent testing can help evaluate how prospective customers experience your institution across products, people, channels, and markets.
Multi-Layer Testing
A broader series of structured interactions can examine patterns across branches, call centers, digital channels, loan officers, products, or geographic markets.
Complaint-Specific Testing
When a complaint, trend, or control concern identifies a potential vulnerability, targeted testing can help gather current, practical information about the customer experience.
Post-Application Experience Surveys
With a lender's authorization, we can interview a defined sample of applicants after their application experience or lending decision. Interviews may include applicants whose loans were approved, denied, withdrawn, or subject to a counteroffer. The lender's compliance team helps establish the sample, timing, contact approach, and questions before outreach begins.
Annual Fair Lending Testing Program
A single test provides a view of one point in time. A repeatable schedule can examine borrower interactions across selected branches, phone conversations, digital inquiries, and stages of the lending process. Follow-up testing can examine whether changes to training or procedures are reflected in later interactions.
Findings Debrief and Follow-Up
We organize observed interactions for compliance leadership and discuss practical next steps. Engagements may include a focused follow-up test after an institution makes changes to its customer-facing practices.
Additional applications
Flexible enough for the question at hand.
- Mortgage-origination and housing-related inquiries
- ECOA and Regulation B customer-experience testing
- Fair Housing Act testing
- Cross-channel and Spanish-language experience testing
- Mystery shopping and comparative-treatment review
- Written findings and training informed by observed interactions
Fair Lending Testers
Ready to discuss your testing needs?
A focused conversation can help determine the right question, scope, and methodology.
Request a Confidential Consultation