A survey conducted by the mortgage servicing firm found that out of 1,082 borrowers, two in five (42%) chose being able to speak to someone when neede
A survey conducted by the mortgage servicing firm found that out of 1,082 borrowers, two in five (42%) chose being able to speak to someone when needed, with one in five (21%) selecting online account management.
Andrew Jones, chief executive officer at Computershare Loan Services, said: “As the mortgage market changes, with both new lenders and developing technology coming on board, it’s important to remember that customer service remains a definitive priority for borrowers when they select a provider.
“The best lenders will be able to tailor the way they interact with their customers in a way that suits them best, and make sure borrowers are not excluded because of the way they are willing or able to communicate.
“We created the survey to make sure we’re delivering the right services and, as a result of our findings, we’ll continue to offer a broad range of servicing options to our clients and their customers, combining human interaction with automated services, cutting-edge technology and leading online platforms.”
Other findings in the survey include 8% of respondents who said that a ‘high level of support if in financial difficulty” was the most important determinant, with 6% prioritising finding a lender with a reputation for financial success and just 13 (1%) saying they would be most likely to choose a provider with a reputation for technological success.