The network reported that overall lender satisfaction among advisers increased by 5 per cent to 70 per cent over the past four months. In the research, advisers were asked for their views on lenders’ performance, with scoring rated on sales support, product offering, printed documents, online/offline technology, complaints handling, underwriting and case processing.
The biggest improvements were in technology and sales support, the report revealed.
Paul Shearman, mortgage proposition director at Openwork, admitted that the market had continued to innovate, despite recent market jitters. He said: “Despite volatility in the mortgage market, the results show advisers recognise a sustained improvement in lender performance across the board.
“The continued improvement is encouraging but the survey also provides lenders with food for thought on areas such as improving service consistency, product exclusives, regularity and quality of sales contact and proactive communications are priorities for future enhancement. All of our lenders have now been provided with individual reports and are developing action plans to address specific weaknesses.”
Phil Jay, managing director of BDS Mortgage Group, said: “There is still a lot to be said for keying in applications online as with the current postal strikes brokers will like lenders who offer their products online.”
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