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 H1 2026 survey due to be released in June.
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.
In H2 2025, the study found that the overall satisfaction with mortgage lenders had increased to 4.25 out of 5 – a new highest level since 2020.
The mainstream lender sector had the top-rated Broker Experience Index of 72.4, although Buy to Let specialist lenders and building societies followed closely at 72.1 and 71.2 respectively. The average Net Promoter Score (NPS) for all lenders also rose to +41.3, up 0.4-points from H1 2025.
The last edition comprised feedback from 1,040 brokers at 537 firms, who gave their opinions on 120 lenders, representing 98% of UK gross mortgage lending.
Brokers can have their say here. Any UK mortgage intermediary who completes the survey will receive a £10 Amazon voucher.
Jake Sandford, Head of Data and Analytics at Smart Money People, commented:
“Our last study showed high satisfaction levels across the board, but on the eve of launching our sixteenth edition of the study, we have witnessed thousands of products being withdrawn and replaced and so I expect the impact of this to be reflected in H1’s results.
“How brokers are utilising the various product sourcing and CRM systems during such challenging times will also be fascinating and we look forward to announcing all our results later this year.”
