Customer service was the most commented on aspect of mortgage products in 2023, according to consumer reviews left on Smart Money People’s review site.
The data revealed that Tuesday was the day customers were most likely to leave a one-star or two-star review.
Thursdays, however, saw the highest average star rating, as well as the most reviews.
In addition, there was a North and South divide, while the unhappiest region was found to be the East of England, followed by the South East and Greater London.
Conversely, the happiest region was recorded as Northern Ireland, followed by Scotland and the North East.
Jacqueline Dewey (pictured), CEO at Smart Money People said: “As our data from consumer reviews proves, you can have the best product in the world, but it’s invalidated if your customer service lets you down.
“The current mortgage price wars have produced an extremely competitive market, with some lenders cutting their rates to below 4%.
“For those struggling to compete on rate, exceptional customer service is a way mortgage providers can set themselves apart from competitors.
“It’s well known that being able to read unbiased reviews about how lenders treat their borrowers can give people real reassurance and confidence, helping them make more informed decisions.
“It’s also just as important to ensure your customers are able to leave feedback easily, to deter them from more public channels such as social media, as well as making it easier for you to monitor and respond.”
