SINGLE-COMPETITOR INTELLIGENCE
Borrower Journey Intelligence Report
A controlled two-loan study of one digital lender, built to show product, growth, CRM and strategy teams what the competitor actually does once a borrower is inside the journey.
The problem this study solves
Most teams know a competitor’s website, ads and public pricing. They do not know how long approval really takes, where verification fails, what fees appear late in the flow, how repayment is handled, how aggressively the lender communicates, or what changes when the borrower returns for a second loan.
This report is designed for a Head of Product, Head of Growth, CRM lead or Country Manager who needs evidence from inside one competitor before changing a funnel, pricing policy, retention strategy or market plan.
How the study works
1. Standardized borrower profile
We define a consistent applicant profile for the market so the journey can be compared with future studies under equivalent conditions.
2. Loan one
A trained researcher registers, applies, completes identity verification, receives the funds and holds the loan through its term.
3. Between loans
We remain inside the relationship and record every message, offer and condition change after repayment.
4. Loan two
The researcher returns for a second loan so we can measure changes in limits, price, speed, friction and reactivation tactics.
5. Scoring
The journey is scored using the FintechProduct Friction Index and lifecycle scorecard rather than summarized qualitatively.
6. Recommendations
Evidence is translated into specific implications for Product, Growth, CRM, Risk, Collections, Legal or Strategy.
What we document
Acquisition and identity
Form fields, screens, documents, approval time, disbursement time, selfie or liveness checks, OCR, manual reviews, retries and drop-off points.
Pricing and transparency
Amount, term, interest, fees, total cost of credit and the exact point in the journey where each cost becomes visible.
CRM, repayment and collections
Every SMS, email, push, WhatsApp message and call, plus payment methods, extensions, escalation logic, discounts and settlement offers.
Reactivation
Time to second-loan offer, limit changes, price changes, incentives and any friction introduced or removed on the repeat journey.
What the client receives
Competitive intelligence report
Executive summary, friction analysis, fee and transparency analysis, retention architecture, communication analysis, regulatory flags and prioritized opportunities.
Full evidence package
Screenshots, screen recordings, message logs, journey timeline, form inventory, fee breakdown, communication matrix and loan-one-versus-loan-two delta.
Typical timeline: about 4 weeks from fieldwork start, depending on the lender’s own loan terms. Pricing is fixed per competitor.
Questions this report can answer
How long does this competitor take to approve and pay out, and where does it lose users?
What does the loan really cost, and when does the borrower find out?
How quickly does the lender push a second loan, and what changes after repayment?
How does it collect, and which observed practices may create compliance risk?
Why the second loan matters
Many lenders look similar at acquisition. After repayment, they diverge. We have seen second-loan offers arrive immediately and others arrive days later. Limits can increase, minimum amounts can move, pricing can change, and the re-application flow can become either faster or more restrictive. A first-loan-only study misses that retention layer entirely.