Brokers have until the end of the month to share their insights
Smart Money People, a customer review and insight website, is inviting intermediaries to submit feedback which will be compiled for its H2 2022 Mortgage Lender Benchmark.
The bi-annual independent research study is aimed at highlighting which lenders are currently providing the best service levels to mortgage brokers and their customers. Results of the research, run by Smart Money People, are planned for release in December 2022.
This marks the ninth edition of the Mortgage Lender Benchmark which also focuses on helping lenders understand what brokers really think about them and how they compare with other lenders.
From October 5 until the end of October, mortgage brokers will be able to share their feedback about the last five lenders they’ve done business with, be it banks, building societies, specialist or lifetime lenders. This research will also ask brokers to rate the technology they use, including criteria and sourcing systems.
“As complexity increases across the mortgage market for a variety of reasons, the value of the advice process continues to escalate,” Jacqueline Dewey (pictured), chief executive at Smart Money People, commented. “However, so too does the pressure on intermediaries to secure the right products for their clients from the lenders who can best facilitate them. As such, it will be fascinating to see which lenders are meeting expectations, who are exceeding them and who may be dipping below them.
“It’s certainly a challenging time for everyone concerned in the mortgage journey and this only emphasises the importance of understanding current market conditions from a broker perspective and for lenders to get to grips with what they need to do to better serve their ever-changing needs and those of their clients.”
Read more: Which firms are brokers most satisfied with as mortgage lenders?
The June 2022 Benchmark found overall satisfaction with lenders was 81.2%, a change of only 0.1% from H2 2021, but still 1.5% lower than the results seen at its peak in H1 2020. The average Net Promoter Score (NPS) for all lenders within the benchmark had decreased by 0.3 points to +26.8 in H1 2022, with specialist lenders once again seeing the biggest growth in broker sentiment, with a fourth consecutive edition of improvements.
