Every broker knows that the key to a strong brokerage is happy clients. But how happy are broker clients – and what drives their satisfaction? We unpack what borrowers think of the mortgage experience from the findings of the Consumer Access to Mortgages Report 2021
They say that the best service is the service that is provided when you didn’t even know what you needed. For brokers, this is achieved on a frequent basis. It can be when you’re reaching out to a borrower about the upcoming end of their interest-only period and outline the next steps, or when you let them know that they’ve repriced their home loan and saved them money, or helping them access COVID-19 support/relief to help them manage their finances over the crisis. Being able to delight customers is key to having a strong brokerage with repeat business and ongoing rave reviews and referrals.
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Annie Kane is the managing editor of Momentum's mortgage broking title, The Adviser.
As well as leading the editorial strategy, Annie writes news and features about the Australian broking industry, the mortgage market, financial regulation, fintechs and the wider lending landscape.
She is also the host of the Elite Broker, New Broker, Mortgage & Finance Leader, Women in Finance and In Focus podcasts and The Adviser Live webcasts.
Annie regularly emcees industry events and awards, such as the Better Business Summit, the Women in Finance Summit as well as other industry events.
Prior to joining The Adviser in 2016, Annie wrote for The GuardianAustralia and had a speciality in sustainability.
She has also had her work published in several leading consumer titles, including Elle (Australia) magazine, BBC Music, BBC History and Homes & Antiques magazines.
The Adviser is the number one magazine for Australia's finance and mortgage brokers. The publications delivers news, analysis, business intelligence, sales and marketing strategies, research and key target reports to an audience of professional mortgage and finance brokers
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