Why is it important for the industry to understand how it’s performing?

In this week’s Mortgage Introducer Talk podcast, we meet Jess Rushton, who is head of business development at Smart Money People, a UK website that has over one-and-half-million reviews of financial services. It uses the data provided in those reviews – customer hindsight - to create better foresight, and therefore an improved service, going forward. “We cover both consumers and intermediaries in terms of lender feedback,” says Rushton. “And now we find that a lot of lenders actually use our service to collect broker feedback all year round. So, they’re very keen to understand what brokers want on a month-to-month basis.”