You’ve walked your customers though Paycheck Protection Program loan applications – now it’s time to pivot to loan forgiveness. But the process is complex and subject to change, and not all lenders are set up to manage those complexities and create an exceptional client experience. In fact, according to Crain’s New York Business, more than 20% of small businesses plan to switch banks after the PPP forgiveness process because they’re unhappy with their current experience.*
So how can you determine if your PPP loan forgiveness process is set up for success? Here are three key considerations for creating an exceptional customer experience.