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Transforming the mortgage broker experience

Transforming the mortgage broker experience

This report outlines that a proactive focus on the broker experience offers significant benefits - for brokers, lenders and mortgage customers.

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Director, Financial Services, Customer & Digital Advisory

KPMG in the UK

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Transforming the mortgage broker experience - illustration of three people looking at a screen

Using a broker is the most popular route to secure a mortgage in the UK today. According to recent data, two thirds of mortgages are arranged through brokers. It’s only natural then that mortgage lenders are increasingly focusing on the customer experience provided by these vital intermediaries.

A good broker experience can ensure the relationship between the lender and customer is on solid footing from the onset. This article; by Michael Atack (Director, Financial Services, Customer & Digital Advisory at KPMG in the UK) and Jo Beagley (Manager, Customer & Digital Advisory KPMG in the UK), outlines that a proactive focus on the broker experience offers significant benefits - for brokers, lenders and ultimately, mortgage customers. This should include:

  • Adopting a ‘journey mindset’
  • Seizing technological advancements as an opportunity
  • Creating a customer-centric connected organisation.

Read our full article, Transforming the mortgage broker experience, to find out more.

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