People favour face-to-face and over-the-phone contact, despite the increasing amount of digital communication channels available to them, according to new research.
The study of 2,166 UK adults conducted by YouGov in April, on behalf of Getty Images, revealed that in-branch contact is preferred by those aged 45-54 (39 per cent) and over 55 (43 per cent) however, the youngest of the generations surveyed still value direct human contact. For those aged between 18 and 34, telephone and then branch contact followed closely behind smartphone app communication.
Additionally, while technology and innovation are widely considered to be drivers for financial service brand or product adoption, just five per cent of people said a company with ‘technology and innovation at its heart’ would be worth considering on that basis alone.
The study also showed that while 35 per cent chose a provider due to price, 31 per cent said they considered choosing a new financial services product because they thought the provider was trustworthy – 21 per cent have actually chosen one for this reason, 11 per cent have considered switching providers, and six per cent have gone on to switch as a result.
Finally, the survey found that ‘recommendations from friends and family’ is no longer the single most important factor in financial services decisions, with 35 per cent stating that personal recommendations help them make a decision on which financial services provider to use, while 35 per cent favoured online comparison sites and a third said went for money advice sites.
NEW BUILD IN FOCUS - NEW EPISODE OF THE MORTGAGE INSIDER PODCAST, OUT NOW
Figures from the National House-Building Council saw Q1 2025 register a 36% increase in new homes built across the UK compared with the same period last year, representing a striking development for the first-time buyer market. But with the higher cost of building, ongoing planning challenges and new and changing regulations, how sustainable is this growth? And what does it mean for brokers?
The role of the bridging market and technology usage in the industry
Content editor, Dan McGrath, sat down with chief operating officer at Black & White Bridging, Damien Druce, and head of development finance at Empire Global Finance, Pete Williams, to explore the role of the bridging sector, the role of AI across the industry and how the property market has fared in the Labour Government’s first year in office.
Does the North-South divide still exist in the UK housing market?
What do the most expensive parts of the country reveal about shifting demand? And why is the Manchester housing market now outperforming many southern counterparts?
In this episode of the Barclays Mortgage Insider Podcast, host Phil Spencer is joined by Lucian Cook, Head of Research at Savills, and Ross Jones, founder of Home Financial and Evolve Commercial Finance, to explore how regional trends are redefining the UK housing, mortgage and buy-to-let markets.
In this episode of the Barclays Mortgage Insider Podcast, host Phil Spencer is joined by Lucian Cook, Head of Research at Savills, and Ross Jones, founder of Home Financial and Evolve Commercial Finance, to explore how regional trends are redefining the UK housing, mortgage and buy-to-let markets.
The new episode of The Mortgage Insider podcast, out now
Regional housing markets now matter more than ever. While London and the Southeast still tend to dominate the headlines from a house price and affordability perspective, much of the growth in rental yields and buyer demand is coming from other parts of the UK.
In this episode of the Barclays Mortgage Insider Podcast, host Phil Spencer is joined by Lucian Cook, Head of Research at Savills, and Ross Jones, founder of Home Financial and Evolve Commercial Finance.
In this episode of the Barclays Mortgage Insider Podcast, host Phil Spencer is joined by Lucian Cook, Head of Research at Savills, and Ross Jones, founder of Home Financial and Evolve Commercial Finance.
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