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Satisfaction levels have converged between different financial institutions in the last year. In both 2008 and 2009, NAB was the lowest rated bank in terms of proportion of quite or very satisfied mortgagors, and ANZ was the highest rated, but the difference between the institutions was greater in 2008.

Key reasons to purchase this research

Plan your future strategy with confidence using Datamonitor' s scenario-based forecasts of Australian lending commitments until 2013.
Understand the challenges the mortgage industry is facing, as well as the opportunities, at this pivotal time.
In-depth analysis of how Australian providers approach different issues, allowing you to reassess your strategy.

OVERVIEW

Catalyst
Summary

EXECUTIVE SUMMARY

Market sizing and key issues
- The Australian mortgage market has grown strongly over the last decade
- First time buyers have become a yet more important customer segment
- Fixed rates are primarily used as a form of insurance

Competitor market shares and developments
- CBA and Westpac have tightened their grip on the mortgage market
- Each major banks' mortgage customers have distinct attributes
- The interest rate is a prime driver of customer acquisition
- Mortgage stress is common for Australian mortgagors despite low default rates

Customer acquisition and retention strategies
- Mortgage innovation is slowly picking up in the Australian market
- Mortgage brokers and the internet channel will continue to grow in importance
- Institutions need to provide a smooth and seamless customer experience

MARKET SIZING AND KEY ISSUES

The Australian mortgage market has grown strongly over the last decade
- Outstanding housing credit now exceeds A$1 trillion
- Outstanding credit has continued to grow in the last two years despite an uncertain economic environment
- Lending commitments have grown over the last decade but fell in early 2008
- Lending commitments bounced back in early 2009 as a result of strong first time buyer demand
- Housing leverage has increased
- Property prices have risen and converged between state capitals
- Household mortgage fees yield over A$1 billion for Australian banks
- Mortgage lending is forecasted to grow to A$331 billion by 2013

First time buyers have become a yet more important customer segment
- First time buyers have propped up the mortgage market
- Investor market activity has abated somewhat since its 2003 peak
- Refinancing activity has stabilized after a long period of growth
- Most mortgagors expect to keep their mortgage with their current provider for 10 years or more
- Most mortgagors had over 10% deposit when taking out their main mortgage

Fixed rates are primarily used as a form of insurance
- Interest rates have fallen since their 2008 peak
- Average fixed rates exceed average standard rates as the markets expect a rising cash rate
- Mortgagors are more likely to fix their mortgage rate when interest rates are high

COMPETITOR MARKET SHARES AND DEVELOPMENTS

CBA and Westpac have tightened their grip on the mortgage market
- CBA continues its dominance as the largest individual brand for mortgages
- CBA and Westpac combined hold a 46% market share of outstanding Australian mortgages
- CBA and Westpac have had success with the first home buyer segment by providing perceived security

Each major banks' mortgage customers have distinct attributes
- NAB customers are more likely to have investment properties and several mortgages
- St.George has a strong presence in basic mortgages
- ANZ customers are more likely to have used a mortgage broker
- CBA has the highest proportion of new mortgagors
- Westpac customers perceive themselves as more loyal
- NAB has effectively cross-sold other financial products to its mortgage customers

Perceived safety affects cross-selling and choice of rate type
- CBA and NAB customers are especially likely to have several different products with the institution
- CBA has benefitted from cross-selling mortgages to transaction account customers
- St.George customers are the most likely to have a fixed rate loan

Mortgage stress is relatively common for Australian mortgagors despite low default rates
- ANZ customers are the most likely to express currently experiencing mortgage stress
- CBA customers are the most likely to expect future mortgage payments to become difficult
- 44% of ANZ mortgagors claim to have cut back on luxury spending to afford their mortgage
- ANZ mortgagors are more likely to incur further debt and look to sell property
- Satisfaction with mortgage providers has fallen and converged between providers

CUSTOMER ACQUISITION AND RETENTION STRATEGIES

Institutions need to provide a smooth and seamless customer experience
- The backlog of mortgage applications has highlighted the importance of turnaround times
- Multiple products held with the same institution can offer both advantages and disadvantages
- Increasing competition will ensure pricing remains a key aspect driving consumer choice

Mortgage innovation is slowly picking up in the Australian market
- Bankwest has launched a capped rate product
- ING DIRECT is launching a new offset product through the broker channel
- Macquarie Bank is considering reentering the market
- There is room for further innovation in Australia based on UK experiences

Mortgage brokers and the internet channel will continue to grow in importance
- The broker channel will be a key focus for incumbents and new entrants alike
- The internet channel will continue to slowly grow in importance

APPENDIX

Supplementary data
Definitions
- Balances outstanding
- CAGR
- Cash rate target
- Gross advances
- Lending commitments
- Mortgage manager
- Mortgage offset account
- Non-conforming

Methodology
Further reading
Ask the analyst
Datamonitor consulting
Disclaimer

TABLES

Table: Outstanding housing loans on the books of banks, August 2009
Table: Outstanding housing loans on the books of banks, August 2009
Table: Cross-selling to mortgage customers, April 2009
Table: CBA customers are the most likely to have different financial products with CBA, April 2009
Table: Cross-selling to mortgage customers, April 2009
Table: Fixed rate schedule for different combinations of LTV and loan fixed term at Nationwide
Table: Fixed rate schedule for mortgages with a two year fixed rate at Nationwide
Table: Household credit aggregates, January 2000 - July 2009
Table: Housing credit aggregates, January 2000 - July 2009
Table: Monthly housing lending commitments, January 2000 - July 2009
Table: Total housing debt to housing asset ratio, March 2000 - March 2009
Table: Aggregate interest payments to income ratio, March 2000 - June 2009
Table: Monthly amount paid on main mortgage, April 2009
Table: Price index of established homes in the capital cities, March 2004 - June 2009
Table: Median price of established house transfers in five capital cities, March 2004 - December 2008
Table: Bank mortgage fees from households, 2000 - 2008
Table: Housing lending commitment forecasts, 2000 - 2013f
Table: First time buyer proportion of owner-occupier lending commitments, January 2000 - July 2009
Table: Monthly lending commitments, January 2000 - July 2009
Table: Investor proportion of lending, January 2000 - July 2009
Table: Refinancing as a proportion of owner-occupier lending commitments, January 2000 - July 2009
Table: Time held main mortgage with current mortgage provider, April 2009
Table: Time mortgage is expected to be held with current provider, April 2009
Table: Deposit when taking out main mortgage, April 2009
Table: Source of deposit for main mortgage, April 2009
Table: Cash rate target, January 2000 - October 2009
Table: Average bank mortgage rates, January 2004 - August 2009
Table: Rate type of main mortgage, April 2009
Table: Fixed rate proportion of owner-occupier lending commitments, January 2000 - July 2009
Table: Provider of main mortgage, April 2009
Table: Outstanding housing loans on the books of banks, August 2009
Table: Market shares of outstanding mortgages, August 2009
Table: Number of different financial products held with each institution by its customers, April 2009
Table: Number of mortgages held by customers with different main mortgage providers, April 2009
Table: Investment properties held by customers with different main mortgage providers, April 2009
Table: Monthly amount spent on main mortgage, April 2009
Table: Features of main mortgage, April 2009
Table: Current size of main mortgage, April 2009
Table: Current size of main mortgage, April 2009
Table: Proportion of main mortgage customers that used broker for main mortgage, April 2009
Table: Sources of information used when choosing main mortgage provider, April 2009
Table: Propensity to use mortgage broker for new mortgage, April 2009
Table: Time held main mortgage with current mortgage provider, April 2009
Table: Time mortgage is expected to be held with current provider, April 2009
Table: Reasons for choosing main mortgage provider, April 2009
Table: Rate type of main mortgage, April 2009
Table: Proportion that agree or strongly agree with different attitude statements, April 2009
Table: Deposit when taking out main mortgage, April 2009
Table: Sources of deposit for main mortgage, April 2009
Table: Difficulty of keeping up repayments on main mortgage for the next five years, April 2009
Table: Proportion that agree or strongly agree with mortgage stress reaction questions, April 2009
Table: Satisfaction with main mortgage provider, 2008 - 2009
Table: Satisfaction with main mortgage provider, April 2009
Table: Proportion that is satisfied or very satisfied with main mortgage provider, 2008 - 2009
Table: Mortgage broker usage, April 2009
Table: Top reasons for wanting to use mortgage broker, April 2009
Table: Top reasons for not wanting to use mortgage broker, April 2009
Table: Propensity for using the internet to arrange mortgage, 2008 - 2009
Table: Obstacles to arranging products over the internet, April 2009

FIGURES

Figure: Consumers tend to fix their rates at interest rate peaks, January 2004 - July 2009
Figure: CBA and Westpac hold 46% of outstanding household mortgages, August 2009
Figure: Housing credit aggregates reached A$1.0 trillion in July 2009, January 2000 - July 2009
Figure: Owner-occupier housing credit aggregates reached A$733 billion in July 2009, January 2000 - July 2009
Figure: Housing credit aggregates have grown smoothly over the last two years, July 2007 - July 2009
Figure: Lending commitments fell in early 2008, January 2000 - July 2009
Figure: Monthly lending commitments recovered in early 2009, July 2008 - July 2009
Figure: In March 2009 housing debt to housing assets exceed 30%, March 2000 - March 2009
Figure: Interest payments as a proportion of disposable income fell recently, March 2000 - June 2009
Figure: Mortgagors commonly pay A$1,000 - 1,499 on their main mortgage, April 2009
Figure: Property prices rose sharply between 2006 and 2008, March 2004 - June 2009
Figure: Property prices in state capitals have converged, March 2004 - December 2008
Figure: Banks accrued over A$1 billion in household mortgage fees in 2008, 2000 - 2008
Figure: Lending commitments are forecasted to recover over the next five years, 2000 - 2013f
Figure: First home buyers reached a peak in May 2009, January 2000 - July 2009
Figure: Investor proportion of lending commitments has fallen since 2003, January 2000 - July 2009
Figure: Investor proportion of lending commitments hit a low in March 2009, January 2000 - July 2009
Figure: The refinancing proportion of lending commitments has leveled off, January 2000 - July 2009
Figure: Almost one in five mortgagors have held their main mortgage one year or less, April 2009
Figure: Most mortgagors expect to keep their current mortgage provider for 10 years or more, April 2009
Figure: A quarter of mortgagors had below 5% deposit for their main mortgage, April 2009
Figure: Savings is the main source for deposits but not the only one, April 2009
Figure: The cash interest rate target has fallen from a March 2008 peak, January 2000 - October 2009
Figure: Average fixed rates recently exceeded standard rates, January 2004 - August 2009
Figure: Most mortgagors do not fix their main mortgage, April 2009
Figure: The fixed rate proportion of lending commitments peaked in March 2008, January 2000 - July 2009
Figure: Consumers tend to fix their rates at interest rate peaks, January 2004 - July 2009
Figure: CBA is the largest individual brand for main mortgages, April 2009
Figure: CBA has the highest outstanding housing loans on its books, August 2009
Figure: CBA and Westpac hold 46% of outstanding household mortgages, August 2009
Figure: NAB customers are more likely to have several mortgages, April 2009
Figure: NAB customers are more likely to have investment properties, April 2009 hWww Bestmortgageremortgages L Best Mortgage ReMortgages 50 Szh Cn Music Talk Org Best Mortgage ReMortgages 澳洲房贷市场 - GIIk Best Mortgage ReMortgages Best Mortgage ReMortgages Best Mortgage ReMortgages qWww Bestmortgageremortgages L Best Mortgage ReMortgages 50 Szh Cn Music Talk Org Best Mortgage ReMortgages 澳洲房贷市场 - GIIg Best Mortgage ReMortgages Future Program

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