MRS Award for Financial Services Research

Mark Long and Nicola Cormack, BDRC Continental

Mark and Nicola’s Transforming customer experience in the UK mortgage market showed how a longitudinal approach to measuring customer experience in the mortgage application process had helped clients make service and business improvements. The judges especially liked this paper because of its innovative approach to researching an often overlooked financial product. The attention paid to the specific needs of each client of this syndicated study also impressed the judges.