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Mortgage Credit Benchmark 2026
Sia’s Mortgage Credit Benchmark 2026 assesses the digital maturity of mortgage customer journeys across Western Europe, revealing how leading providers are using digital channels to make mortgage journeys more seamless, personalised and connected.
As shown in our study, digital channels are no longer simply a convenience. They are increasingly central to mortgage customer acquisition and retention, shaping the relationship between providers and customers throughout the life of the loan.
However, digitalisation does not mean removing the human element. Leading providers are combining intuitive digital journeys with human guidance where it adds value, creating experiences that are both efficient and supportive.
The benchmark identifies four key trends shaping the future of mortgage journeys:
Proactive customer engagement
Leading banks are moving beyond reactive journeys, using customer information to proactively provide relevant guidance, next steps and potential offerings before customers ask.
Seamless digital journeys
Mortgage journeys increasingly combine digital touchpoints with traditional channels. As expectations for digital ease rise, providers need to make every stage simple, connected and intuitive.
Digital self-service
Digital does not stop at subscription. Leading providers enable customers to independently manage contracts, documents, payments and support requests throughout the life of the mortgage.
Beyond banking
The strongest experiences extend beyond the mortgage itself. Partnerships with real estate and other ecosystem players can create more connected journeys around the customer’s wider project.
What this means for mortgage providers
The benchmark highlights significant differences in digital maturity across markets and providers. While some institutions offer sophisticated end-to-end journeys, fully digital mortgage subscription remains far from the norm in several markets.
For providers, the opportunity extends beyond improving user experience. Greater digitalisation and automation can accelerate journeys, improve conversion, strengthen long-term customer relationships and reduce administrative effort, while preserving human judgement where it matters most.
Contact us today for more information!
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Etienne Ranwez
Managing Director | Brussels
Etienne is a Managing Director in the ICB (Insurance, Compliance & Banking) practice in Brussels, focusing on Digital, Tech/AI & Organizational strategy and transformation in Financial Services, with experience across European and Asian markets.
