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This research looks at the determinants of taking out a mortgage through a broker. A study was carried out among customers of a regional mutual bank in France who had borrowed either directly from the bank or through a broker. Analysis of the data collected enabled us to identify the four determinants of this choice, allowing us to understand why consumers choose a broker or a bank: 1) the need for professionalism, 2) the need for efficiency, 3) the need for recognition, and 4) the need for information. The results show that consumers who take out a loan directly from their bank prioritize their need for recognition. The consumer profile of those who borrowed via an intermediary prioritize their need for professionalism. They consider the intermediary to be efficient throughout the process and to save them time. Our analysis of these profiles leads to a number of recommendations, notably concerning banks’ management of customer relations and their positioning as real estate financing professionals.