Smart Money People has launched its latest Mortgage Lender Benchmark survey, with brokers across the UK now invited to share their views on lender service levels and technology.
The independent research aims to identify which lenders are providing the strongest service to brokers and customers, with the results of the H2 2025 survey due to be released in December.
Now in its fifteenth edition, the Mortgage Lender Benchmark collects broker feedback on key aspects such as lenders’ criteria, speed, communication, and relationship management.
Brokers are asked to share insights into what each lender does well and where improvements could be made, while also rating the technology they use – including sourcing and criteria systems.
The benchmark, which remains the largest broker feedback study in the mortgage industry, provides lenders with an opportunity to understand how they compare with competitors and where service can be enhanced.
The previous edition gathered responses from 1,111 brokers across 600 firms, covering 134 lenders that together represented 98% of UK gross mortgage lending. It found that overall broker satisfaction with lenders rose to 4.22 out of 5 – the highest level since 2020 – with the average Net Promoter Score increasing to +40.9.
Jacqueline Dewey, chief executive at Smart Money People, said: “The regulator’s drive to promote technological development within the industry has led to fears that execution-only sales is to overtake advice.
“In our view, the value of advice has never been clearer and with a huge choice of lenders and products, service remains an important consideration when choosing a lender.
“I look forward to seeing if brokers’ satisfaction with lenders remains at the high levels recorded in H1 2025 and seeing how lenders continue to adapt to broker and customer demands.”
