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How can we improve the customer experience of obtaining a mortgage?
business customer satisfaction real estate customer experience customer engagement mortgage homes lending
$1,600
top 50%
77
submissions
DONE
15 months ago
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We are only interested in solutions from solvers who have purchased a home and have a mortgage or are planning to purchase a home in the next 12 months and apply for a mortgage and are located in Canada, the United Kingdom, or the United States.

Getting a mortgage can be a combination of stressful, intimidating, confusing, and exhausting, especially for first-time homebuyers. Should you get a fixed rate or an adjustable/variable one? For how long? What will have to be done in person, and what can be done remotely? The questions are seemingly endless.

As a financial services provider committed to our customers, we want to improve this experience. We want to understand what you would change about the mortgage process and how.

Deliverables

Tell us how you would improve the mortgage experience. Specifically, answer the following questions in detail:

  1. Describe a fantastic customer experience you recently had. It could be with any company, and does not need to be mortgage-related. What about it was exceptional? How did it make you feel?
  2. What is the most difficult part of getting a mortgage? Why did it seem difficult--was it confusing, overwhelming, or tough for some other reason?
  3. What is your ideal mortgage experience? How does your ideal experience improve on the difficulty you identified in Question 2? What changes and additions did you make?

REMINDER: We are only interested in solutions from homeowners with mortgages or people expecting to buy a home and obtain a mortgage in the next 12 months. Only solvers in Canada, the United Kingdom, and the United States will be eligible for rewards. 

    Submissions will be graded on the following criteria:
  • Meets Deliverables
  • Creativity
  • Clarity
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