Web failures push clients to advisers

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Over half of consumers shopping for a mortgage online will consult a financial adviser too because the web fails to meet their expectations, according to research from user experience consultancy Foolproof.

The survey of 1,522 adults, followed by 130 in-depth interviews where respondents spent over 100 hours shopping for financial products online, reveals 53% would consult a broker when shopping online for a mortgage. People are 31% more likely than for other financial products to supplement their online mortgage search with a visit to a broker or branch, and it is the more experienced shoppers who are more likely to consult a broker, as Foolproof says they know the deficiencies of the internet. Although nearly half (49%) of respondents said they intended to apply for their next mortgage on...

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