Digital Experience Index: Online Mortgages

Download the free report examining the digital experience of the UK’s 10 largest Banks to learn:


  • Who tops the CX League Table, who is at the bottom, and why?

  • How each bank performs at all stages of the online customer journey: from the beginning  (first impressions and brand) to end (application complete)

  • Best practice recommendations to improve online customer experience



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The report is highly relevant for Financial Services professionals who want to improve digital CX including Digital Directors, Digital Marketing Managers, Researchers, CRO experts and UXers.

According to HSBC, 2015 will see a doubling of the 16% of customers who apply online for mortgages. But, are the websites of the UK’s leading Banks ready?


Judging by the results of our research it would appear not.


95% of online mortgage customers who used Banks’ websites had a poor online experience and half of them could not make sense of the mortgage rates on offer.


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“This is not fair, please work!” the words of Doreen, a 35 year old first time buyer from South London, when using the Halifax website.