Research Services

• Annual Benchmark Study on Lender Intermediary Technology
• The 2009 Intermediary Technology Study

Annual Benchmark Study on Lender Intermediary Technology

For the past eight years Frank Eve Consulting Limited has conducted research into how Lenders use Internet technology to interact with intermediaries. The findings of the study have established best practice in the industry.

The primary objective of the study is to assist lenders in setting their overall website strategy by benchmarking them against current best practice. This research assists lenders in prioritising information technology (IT) spend for new web site functionality and enhancements.

The benefits to Lenders taking part include information to:

• Set the standard for Best Practice in lender intermediary technology
• Prioritise information technology (IT) spend for functionality and enhancements
• Establish a coherent e-commerce strategy
• Review competitive positioning
• Study Methodology

The Study benchmarks lenders intermediary websites and application processing systems, providing an assessment of Best Practice in intermediary distribution technology. Participating lenders completed an extensive written questionnaire. Web site functionality was segmented into the primary areas of intermediary business transaction capability and the questions were designed to identify individual features within these areas. Scoring methodology was verified by representatives of the mortgage intermediary market at an Intermediary Technology Forum which reviewed the questionnaire, weighting system and allocation of points. Points were awarded to lender systems with the most features and functionality. The scores were weighted to reflect features that the intermediaries considered most important.

If you are interested in being involved in the 2010 Study or require bespoke research please contact enquiries@frankeveconsulting.co.uk.

The 2009 Study

This gives a unique assessment of best practice in intermediary mortgage distribution technology. The individual questionnaires for both lenders and system providers were completed independently. The Study also provides research undertaken in association with Mortgage Brain Limited, to assess the usability of lender websites from the intermediary perspective. This detailed research into the usability of every participating lender's websites was carried out by 300 mortgage intermediaries.

This extensive research will be useful for planning and prioritising enhancements to your institution's distribution technology for the coming years.

Study Contents

The study contains the following topics:

• Executive Overview
• Overview of 2009 Study Participants and ratings
• Methodology
• Study Scope
• Detailed 2009 findings
• Lender Table of results
• Intermediary Usability results
• Lender Processing Systems
• Intermediary Sourcing Systems
• UK Mortgage Market review

5* Accreditation

The Accreditation is awarded to the lenders whose websites scored highest in the Benchmark Study and recognises their ability to provide Best Practice functionality to deliver a 5 star service for intermediaries. The following lenders were awarded the 5* accreditation in 2009:

Halifax Platform Accord Mortgages BM Solutions The Mortgage Works Woolwich Northern Rock