Despite offering market-leading rates, mortgage brokers were choosing not to do business with YBS. They weren’t happy and hadn’t been for some time – illustrated clearly by a steady decline in NPS to a low point of -11. Their Executive Leadership Team turned to T19 to lead and coordinate a business transformation programme that focused on improving their intermediary offering and service.
Our focus was to shift mindset and ways of working across the entire organisation to put the mortgage broker at the heart of the business strategy.
We discovered the beautifully simple insight that mortgage providers often don’t talk about the people that matter most, the home buyer, and yet to the broker a happy client is everything. Which led us to the new strategic positioning ‘the home of happy clients’.
We distilled a bespoke set of core broker needs and worked with senior stakeholders to enable the product, business development, marketing and operational teams to deliver against them in a distinctive way.
Stakeholder hackathons plus broker co-creation shaped transformative initiatives and comms, including; new brand look and feel, 360 campaign, website re-launch, growth hub, client hub, sales enablement tools and colleague engagement.
In less than 6 months NPS went from
-11 to +75