Smart Money People has revealed that customer service was the most commented-on aspect of mortgage products in 2023.

The financial services review site said that consumer reviews for customer service ranked higher than other factors including rates and processes.

The data also revealed that Tuesdays were the day customers were most likely to leave a 1 or 2 star review. Thursdays, however, see the highest average star rating, as well as the most reviews.

There was a North / South divide when it comes to customer satisfaction. The unhappiest region was the East of England, followed by the South East and Greater London. The happiest region was Northern Ireland, followed by Scotland and the North East.

Jacqueline Dewey (pictured), CEO at Smart Money People, said: “As our data from consumer reviews proves, you can have the best product in the world, but it’s invalidated if your customer service lets you down.

“The current mortgage price wars have produced an extremely competitive market, with some lenders cutting their rates to below 4%. For those struggling to compete on rate, exceptional customer service is a way mortgage providers can set themselves apart from competitors.

“It’s well known that being able to read unbiased reviews about how lenders treat their borrowers can give people real reassurance and confidence, helping them make more informed decisions. It’s also just as important to ensure your customers are able to leave feedback easily, to deter them from more public channels such as social media, as well as making it easier for you to monitor and respond.”