A cross section of 150 of Trustguard’s 6,241 customers were questioned in the survey, and over 80 per cent of brokers questioned regarded the service they received as ‘good’ or ‘excellent’. 9 per cent felt the service was ‘poor’, while a further 9 per cent thought the service they received was adequate.
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Over 90 per cent stated Trustguard had dealt with their enquiries satisfactorily and 93 per cent received their procuration fee when they expected it.
The survey also highlighted brokers’ acceptance of online technology, with 63 per cent using online tracking to trace their cases.
John Pearson, managing director of Trustguard, said: “There is not much information available on how brokers rate distributors, so we decided to conduct our own research. It is good to know that we are held in such high regard. If this goes for the rest of the packager community, it appears we will remain a key part of the mortgage business for some time to come.”
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Roger Morris, managing director of em-, commented: “Mortgage packagers’ service to intermediaries is better than it has ever been and it’s improving on a daily basis. A big factor alongside technology is understanding the customer and if a packager does not invest in customer service it will not succeed.”
He added: “As technology in the industry improves, the less the mortgage intermediary needs to call on the packager’s service. So when he does, the experience needs to be fantastic.”
