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SixthSense™

Mortgage Customer Journey
£2500

Content
  • Introduction & ScopeToggle
    • Report coverage
    • Methodology
  • Abbreviations
  • Report SummaryToggle
    • Three routes, five paths
    • Route 1: The Product Arranger RouteToggle
      • New Mortgage Arrangers (NMAs)
      • Remortgage Arrangers (RAs)
      • Arrangers satisfied with their Journey
      • The Approval Fulcrum
      • Moment of truth: Initial product search phase
      • Moment of truth: Initial contact with the provider
      • Moment of truth: Application/approval stage
      • Arranger typologies
    • Route 2: The Payment RouteToggle
      • Payers satisfied
      • Four Payer typologies
    • Route 3: Contact RouteToggle
      • Three Contacter typologies
      • Contacter rating lower than Arranger rating
      • Provider comparisons
    • The five pathsToggle
      • The initial prompt
  • The Arranger RouteToggle
    • The inspiration
    • Evaluation of the stages
    • Arrangers rate the customer journey highly
    • But over 40% are less sanguine
    • Things get better the further you go
    • The three crucial aspects of the arrangement journey
    • How the providers compare
    • The circular flow of process and moments of truth
    • Arranger satisfaction
    • Likelihood of pulling out of the process
    • Product search
    • First contact
    • Implications
    • Three contact strategies
    • The six Arranger groups
    • More insight into the Arranger typologies
    • Mortgage process needs improving for new mortgage Arrangers
    • Perceptual map of the Arranger groups
  • Provider evaluationToggle
    • Scanning the market?
    • It’s the deal, stupid
    • Most Arrangers satisfied with the contact stage
    • Most Arrangers satisfied with their providers
    • Rejected providers fail to come up to the mark
    • The underwhelmed and overwhelmed
    • Provider comparison
  • Application process/due diligenceToggle
    • The rating of the application process
    • The method of contact impacts on satisfaction
    • Key moments of truth
    • The process
    • Due diligence
    • Few problems filling in the forms
    • Greater understanding leads to greater satisfaction
    • Deal jumping
    • The causes of deal jumping
    • Personalise the process or the product?
    • Soft issues determine provider satisfaction...
    • …but are less important for driving choice of provider
    • Satisfied had a clear reason for choosing one provider over another
    • Comparison of provider ratings
  • The end gameToggle
    • The financial stage
    • Providers rated highly at this stage
    • Being a customer
    • A comparison of providers at the financial stage
  • The Payment RouteToggle
    • Inspiration
    • First contact
    • Four contact strategies
    • Evaluation of the contact stage
    • HSBC best at dealing with lump sum payments
    • The process
    • Evaluation
    • Provider image enhancement
  • The Contact RouteToggle
    • Inspiration
    • Method of contact
    • Consumers tailor their points of contact according to their goals
    • Branches central to customer service
    • Call centres are two-way channels for information flow
    • New technologies seen as information channels only
    • Typologies
    • Evaluation
    • The key drivers of feelings
    • How the main providers compare
    • Additional information
  • DownloadsToggle
    • Questionnaire
    • Report PDF
    • Datasheet
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The end game
 
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