Dear reader,

The last 12 months have been challenging for the big banks. Rising funding costs have continued to pressure margins, leading to pricing changes towards the end of 2016. Meanwhile, regulatory measures and higher capital requirements are forcing the big four to tweak their policies.

Which lenders have continued to deliver excellent product and service, and which lenders have communicated the myriad changes best?

This is your chance to let us know.

We’d be grateful if you could spare a few minutes of your time to complete our survey. Your feedback will play an important role in helping the major banks improve their third party offerings for all mortgage brokers. The key findings will be revealed in an upcoming issue of The Adviser magazine, and on www.theadviser.com.au.

IMPORTANT: ONLY RATE THE MAJOR LENDERS YOU HAVE DONE BUSINESS WITH - you can skip the lenders that you haven't used.

This survey will close on Friday, 24 February 2017.

Thank you for your time.

Kind regards,

James Mitchell
Editor-at-large
Mortgages
Momentum Media 

* 1. What best describes you?

* 2. Which of the following major banks have you written residential loans with over the last 12 months?

* 3. Rank the major banks based on the volume of business you've done with them over the last 12 months (1 = the most, 4 = the least, N/A = not done any business with them)

* 4. Of the major banks you've written business with in the past 12 months, how likely are you to recommend them to a friend or another broker? (10 being most likely)

  1 2 3 4 5 6 7 8 9 10
ANZ
CBA
NAB
Westpac

* 5. Product range – overall quality and comprehensiveness of residential mortgage products

  Very poor Poor Average Good Very good
ANZ
CBA
NAB Broker
Westpac

* 6. Product cross-sell – availability, quality and support to provide other products that can be packaged with residential mortgages (insurance, credit cards, transactional accounts, term deposits etc.)

  Very poor Poor Average Good Very good
ANZ
CBA
NAB Broker
Westpac

* 7. Credit assessment staff – access to and ease in dealing/communicating with credit assessment staff

  Very poor Poor Average Good Very good
ANZ
CBA
NAB Broker
Westpac

* 8. Turnaround times – overall end-to-end turnaround speed, including application processing, loan approval and mortgage contract timeliness

  Very poor Poor Average Good Very good
ANZ
CBA
NAB Broker
Westpac

* 9. Call centre support – overall service quality such as staff technical knowledge, responsiveness and helpfulness

  Very poor Poor Average Good Very good
ANZ
CBA
NAB Broker
Westpac

* 10. BDMs – overall quality of BDMs (access to BDMs, BDM proactivity and effectiveness in solving any problems)

  Very poor Poor Average Good Very good
ANZ
CBA
NAB Broker
Westpac

* 11. Client support – effectiveness in servicing your clients post-settlement

  Very poor Poor Average Good Very good
ANZ
CBA
NAB Broker
Westpac

* 12. Broker communication – quality of updates and other resources considering product price/ policy changes and servicing times

  Very poor Poor Average Good Very good
ANZ
CBA
NAB Broker
Westpac

* 13. Broker interaction – effectiveness of communication with brokers (verbal, written or otherwise) when dealing with issues, problems or queries

  Very poor Poor Average Good Very good
ANZ
CBA
NAB Broker
Westpac

* 14. Training and education – provision of training, whether product-specific, compliance or other

  Very poor Poor Average Good Very good
ANZ
CBA
NAB Broker
Westpac

* 15. Business support – commitment to helping you build your business

  Very poor Poor Average Good Very good
ANZ
CBA
NAB Broker
Westpac

* 16. Commitment to broker channel – lender's ongoing commitment and loyalty to the channel, enhancing services and support to brokers and their business

  Very poor Poor Average Good Very good
ANZ
CBA
NAB Broker
Westpac

* 17. Channel conflict – overall approach to the third party channel compared with their branch network. Consider the availability of certain products, promotion of the third party channel, preferential treatment regarding rates and LVRs

  Very poor Poor Average Good Very good
ANZ
CBA
NAB Broker
Westpac

* 18. Web presence (effectiveness of broker web portal, considering product and servicing information available, ease of navigation)

  Very poor Poor Average Good Very good
ANZ
CBA
NAB Broker
Westpac

* 19. Online lodgements – overall efficiencies, usability and functionality of the system

  Very poor Poor Average Good Very good
ANZ
CBA
NAB Broker
Westpac

* 20. Online application status tracking – general features, overall efficiency and user-friendliness

  Very poor Poor Average Good Very Good
ANZ
CBA
NAB Broker
Westpac

* 21. Online resources – comprehensiveness of resources such as latest forms, new products and policy information

  Very poor Poor Average Good Very good
ANZ
CBA
NAB Broker
Westpac

* 22. Valuation ordering online – overall functionality and efficiencies of the system, whether it provides greater consistency and rigour in the valuation ordering process

  Very poor Poor Average Good Very good
ANZ
CBA
NAB Broker
Westpac

* 23. Mobile device interface – ease of use of software and interface for electronic tablet devices such as an iPad or smartphone such as an iPhone

  Very poor Poor Average Good Very good N/A or don't use such devices
ANZ
CBA
NAB Broker
Westpac

* 24. Commission structure – simplicity of commission structure to qualify for the maximum available remuneration

  Very poor Poor Average Good Very good
ANZ
CBA
NAB Broker
Westpac

* 25. Commission remuneration – overall amount of commission paid, whether as a base level or through achieving the bank’s metrics

  Very poor Poor Average Good Very good
ANZ
CBA
NAB Broker
Westpac

* 26. When considering which major bank to write business with, how important are the following factors in your decision making? (5 - very important, 1 - not important at all)

  1 2 3 4 5
Product range
Product cross-sell
Credit assessment staff
Turnaround times
Call centre support
BDMs
Client support
Broker communication
Broker interaction
Training and education
Business support
Commitment to broker channel
Channel conflict
Web presence
Online lodgements
Online application status tracking
Online resources
Valuation ordering online
Mobile device interface
Commission structure
Commission remuneration

* 27. In which state/territory do you reside?

* 28. How many years have you been in the industry?

* 29. What was the average monthly dollar amount of loans settled by you in the 2015/2016 financial year?

* 30. Which aggregator or broker group are you with?

* 31. Which industry associations are you a member of?

* 32. COMPETITION QUESTION! (for the opportunity to win a case of Bollinger!!). In 50 words or less, why are brokers more important to consumers than ever before?

* 33. Please leave your details below so we can contact you if you win.

* 34. Please leave your contact details if you wouldn't mind a journalist from The Adviser contacting you for your views on this subject. Your personal contact details will remain confidential and will not be passed on to third parties.

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