“Mortgage Lending Shaped by the Customer” closely examines insights from Accenture’s recent consumer research study – the 2015 North America Consumer Digital Banking Survey. For bank and non-bank lenders in North America to compete and grow, they need to better understand and anticipate what today’s borrowers really want.

Analysis on numerous data points uncovered three key consumer attitudes toward mortgage lending:

• Borrowers see a mortgage transaction, not a bank relationship.

• Straying among borrowers is increasing.

• Borrowers prefer digital mortgage interactions.

These insights point to why mortgage lenders need to use digital innovation to deliver a meaningful customer experience and turn mortgage events into healthy, sustainable customer relationships.

Publisher: Accenture
Date: June 2015
Format: White Paper