Just Mortgages ramps up client feedback to consistently delight customers
21 May 2024
Just Mortgages has fully adopted VouchedFor’s Elevation survey system for its more than 650 advisers, to strengthen their Consumer Duty response and boost revenue.
The move follows a successful six-month pilot, in which Just Mortgages collected over 5,000 pieces of client feedback through the Elevation system.
The feedback reflects an excellent five out of five average rating from clients who have completed a mortgage.
The data also shows that 61% of Just Mortgages’ clients describe themselves as ‘passionate advocates’ for their adviser, which is 4% higher than the industry average.
Elevation is powered by client feedback. It gives advice firms a clear picture of the client experience they are delivering at network, firm and adviser level.
The system then draws from a database of over 250,000 clients’ feedback to reveal the most powerful actions to reduce risk and boost revenue.
For instance, 330 of Just Mortgages’ clients said in their Elevation responses that they would appreciate help arranging protection for their mortgage. This aids a strong Consumer Duty response and helps bolster revenue.
John Phillips, CEO of Just Mortgages, said: “VouchedFor’s Elevation system has been a game-changer for us. Its reports highlight the brilliant job that our advisers are doing for their clients, while identifying ways we can strengthen our Consumer Duty response and grow revenue moving forward.
“The proof has been in the pudding, with our average case sizes increasing as advisers take advantage of internal training and the learnings from Elevation to look closer at client needs and ultimately deliver a greater service.”
Alex Whitson, managing director of VouchedFor, added: “Just Mortgages and The Openwork Partnership more broadly have been excellent partners. Their commitment to doing the best possible job for their clients is exemplary. We’re excited to be helping them tap into the full, considerable value of client feedback.”
