Next Generation Mortgage and Loans 2018 Client Perpective
Background and Scope
As part of NelsonHall’s most recent Next Generation Mortgage and Loan
BPS market analysis, in addition to interviewing over 20 of the leading
mortgage and loan BPS services providers globally, our research
extended to a survey of these vendors’ clients. Through this survey, we met with 20 clients of these vendors, representing a range of geographies, industries, size, scope of services, and various levels of maturity in their sourcing of M&L BPS.
Each interview was conducted to cover several focus areas, to gain a
comprehensive understanding from the client perspective including their experience as a buyer of M&L BPS services in the current marketplace.
This was specifically designed to understand, not only the perception of vendor performance in meeting client needs currently, but also their ability to meet the clients’ needs in the future. The survey focused on the
following key areas:
1.M&L BPS services usage
2.Benefits derived from M&L BPS
3.Vendor approach to benefit delivery
5.Client future expectations and vendor ability to meet these future
For each of these focus areas, we asked clients to rate various attributes including services used, services satisfaction, benefits sought, benefits importance, vendor approach, and overall performance satisfaction
Overall, clients wanted greater collaboration from vendors in identifying best practices and innovative ways to improve processes going forward.
Clients want faster implementation of best practices for process
execution, increased automation of manual processes, and
improvements to labor force management to drive cost down.
Clients were willing to make a positive recommendation where the
vendor met client expectations and delivered value beyond initial client expectations. Clients repeatedly expressed frustration at vendors not providing as much feedback on best practices and new offerings in transformational elements used for delivery.
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