Survey reveals regional differences in broker satisfaction with lenders
Brokers in New South Wales/Australian Capital Territory (NSW/ACT) have awarded lenders the highest Net Promoter Score (NPS) in Australia, according to the latest Broker Pulse geographic scorecard.
The report, covering the 12 months to June 2025, shows NSW/ACT leading with an average NPS of +46, ahead of Victoria/Tasmania (VIC/TAS) at +44 and South Australia/Northern Territory (SA/NT) at +41. Western Australia (WA) and Queensland (QLD) both recorded an average NPS of +40.
The NPS, a key measure of broker advocacy, indicates that lenders in NSW/ACT are meeting broker expectations more consistently in areas such as pricing, policy, and process. The findings are based on broker responses rating their experiences across the mortgage application journey, including turnaround times, credit assessment, BDM interactions, and overall satisfaction.
Broker Pulse, conducted monthly by Agile Market Intelligence, surveys residential mortgage brokers about their experiences with lenders. The latest edition is based on responses from 282 residential brokers collected between July 1 and 16.
“An NPS above +40 means brokers are generally getting good results,” said Michael Johnson, director at Agile Market Intelligence. “The challenge for lenders is to keep that up while fixing weaker areas like credit access and communication, because those issues can quickly reduce broker support.”
Western Australia led in overall broker experience, achieving a 70% satisfaction rate, followed by Victoria/Tasmania at 68% and both New South Wales/Australian Capital Territory and Queensland at 67%. Application stage satisfaction was highest in WA at 74%.
Queensland topped settlement satisfaction at 71%, narrowly ahead of NSW/ACT and WA at 70%. WA also posted the highest BDM interaction satisfaction at 70%, while South Australia/Northern Territory had the lowest overall broker experience score at 64%.
“Strong settlement scores tell us brokers are getting reliable outcomes once deals reach the finish line,” Johnson said. “The challenge is keeping that same consistency earlier in the process.”
Assessment remains the weakest stage nationwide, with satisfaction peaking at 66% in Victoria/Tasmania and WA, and dropping to 60% in SA/NT. This stage continues to draw calls for faster decisions and clearer communication from assessors.
“High scores in application and settlement show what’s possible,” Johnson said. “The assessment stage just needs faster decisions and clearer answers to bring it up to the same standard.”
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