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By: Jessica Darnbrough
Mortgage brokers are beating the banks in overall customer satisfaction, with the majority of customers stating they would use a mortgage broker in order to have a reliable point of contact and get the best product for their needs.
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According to the latest Bankwest/MFAA Home Index, customer satisfaction with mortgage brokers has climbed 5 per cent since this time last year, from seven out of 10 to 7.5.
Bankwest’s head of broker sales Aaron Milburn said the result was a true testament to the broker offering.
“This is a great result and we look forward to working closely with brokers to keep them at the forefront of buyers’ minds,” Mr Milburn said.
“Interestingly, the research shows it’s the 30 to 39 year olds who will most likely use a broker, with just over a third (38.8 per cent) saying they’d go straight to a professional when seeking out a home loan.”
MFAA chief executive officer Phil Naylor said the results showed mortgage brokers had begun to differentiate themselves and their services from the banks and non-bank lenders.
“Whilst the majority of consumers are still selecting banks as their preferred loan source, there is visible improvement in the broker market. The challenge for brokers is to continue offering services desired by consumers and delivering these with professionalism,” Mr Naylor said.
