Strong Net Promoter Scores remain well above industry average
Loan Market brokers have again recorded some of the highest customer satisfaction levels in the industry, with nine out of 10 achieving a Net Promoter Score (NPS) of +100 during the 2024-25 financial year.
The group’s brokers averaged an NPS of +99 nationwide for the second year running, significantly surpassing the industry benchmark of +34.
NPS is a widely used measure of customer satisfaction, indicating how likely clients are to recommend a business to others. The latest results, the brokerage said, reinforce its reputation for fostering strong relationships between brokers and their clients.
“With MyCRM’s compliance safeguards, efficiency tools and automated marketing, brokers keep their pipelines healthy while focusing on what matters most – their customers,” said David McQueen (pictured top), chief executive officer at Loan Market. “Loan Market brokers don’t just find finance solutions: they educate clients, improve financial literacy and remove stress from the loan process through clear, consistent communication.”
Angela Tracey, chief marketing officer at Loan Market, highlighted the brokerage’s long-standing focus on client relationships. “Finance broking is all about relationships,” she said. “By giving brokers the technology and marketing solutions to keep them safe and save them time, we allow them to focus on long-term, evolving client relationships.”
Loan Market’s customer journey incorporates digital tools such as the Online Fact Find, which uses SmartData automation, and the Game Plan tool, designed to clarify product and lender options for clients.
Brisbane-based broker Caleb Bax noted the benefits of MyCRM technology for both brokers and customers. “I have a lot of customers say to me how easy and quick it was for them to share documents,” Bax said.
“You don’t want them to get frustrated early on in the journey, because that’s when they give up. Speed is a high priority for customers. I’m able to spend time helping educate customers because I’ve saved time collecting and analysing documents.”
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