Loan Market has maintained its position as a leader in customer satisfaction, with nine out of 10 brokers achieving a perfect Net Promoter Score (NPS) of +100 over the 2025 financial year.
Across Australia, Loan Market brokers averaged a +99 NPS for the second consecutive year, significantly higher than the industry average of +34. NPS measures the likelihood of a customer recommending a business to friends or family and is widely regarded as the benchmark for customer satisfaction.
Loan Market chief executive David McQueen said the results reinforced the reputation of the brokerage’s brokers as trusted advisers in the market.
“With MyCRM’s compliance safeguards, efficiency tools and automated marketing, brokers keep their pipelines healthy while focusing on what matters most – their customers,” he said. “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.”
Chief marketing officer Angela Tracey said the brokerage had prioritised a customer-first approach for more than 30 years.
“Finance broking is all about relationships,” Tracey 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.”
According to a news release, Loan Market uses a range of tools to support the client journey. The Online Fact Find, enhanced with SmartData automation, and the Game Plan tool, which explains product and lender choices, are among the features designed to ensure transparency and a consistent experience for clients.
Brisbane-based broker Caleb Bax said the technology had removed much of the administrative burden from the application process, allowing brokers to spend more time with clients.
“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.”
Loan Market, founded in 1994 by Sam White, operates across Australia and New Zealand and supports around 1,000 brokers and advisers. Its brokers have access to more than 60 banks and lenders and assist more than 35,000 clients each year.
The brokerage recorded the +99 NPS average for the second year in a row, highlighting the consistent satisfaction of its clients.
