Communicating rate changes to landlords

Case study

The context

A significant industry and regulatory shake-up had the potential to create ‘rate shock’ amongst a large proportion of a lender’s buy-to-let (BTL) mortgage book. Research was needed to inform their communication strategy and minimise the risk of attrition.

What we did

Three stages of research and consultancy with BVA Nudge Consulting:

  • Qualitative discovery - to gain a vital early read of understanding, engagement and risk

  • Quantitative direction – testing and measuring the reaction to the changes

  • Behavioural science client workshop - an interactive delivery session, with direction on the best way to guide comms development

How it helped

We were able to provide comprehensive guidance on customer needs before potentially significant changes to the client’s mortgage product.

  • Extrapolating responses from the survey sample to the customer universe gave the client a robust basis from which to make decisions and prioritise activity.

  • Recommendations were grounded in a deep understanding of human behaviour, the cognitive biases that impact decisions and how we react to new information, as well as marketing best practice.

Get in touch

Let’s talk about you

Be better