Record white-label customers satisfied

by Rebecca Pike23 Oct 2018

Two thirds of white-label home loan customers are extremely happy with the service from their broker, in a record high for finance group Advantedge.

The wholesale funder’s survey also showed a broker net promoter score (NPS) of +40 with brokers highlighting service, support from BDMs and overall product offering as key factors for recommending Advantedge to other brokers.

For the survey, Advantedge Financial Services spoke to 553 brokers, along with 726 residential home loan customers with an Advantage white-label home loan that had been written or refinanced in the last six months.

According to general manager Brett Halliwell, brokers who helped set up the white-label home loan achieved an NPS of +76, which is equivalent to four out of five end customers extremely likely to recommend their broker.

He added, “The latest NPS and survey results also show that we are delivering on providing brokers with strong service, and a simple and easy product with great rates. In fact, two thirds of end-customers are now ‘extremely happy’ with the service they receive, which is a record high.”

Halliwell said customer service remains the number one influencer on broker advocacy and brokers frequently commend the support provided by their BDM.

Brokers scored their BDM an average of 8.9 and highlighted their extensive knowledge and expertise with a score of 9.1.

Halliwell said, “Our BDMs do an excellent job in providing hands-on support and it’s great to see this being recognised. According to brokers, Advantedge BDMs are amongst the best, and they speak highly of them at a personal level, praising them for going the extra mile.”

In this latest broker satisfaction survey, additional insights were gained into the types of customers brokers recommend white-label to. 

Halliwell said 81% of brokers identify owner-occupier as the customer type they are most likely to recommend white-label home loans to, followed by customers refinancing from major banks at 76%.

He added, “The survey results tell us that some brokers have a particular customer in mind when it comes to white-label home loans. As a versatile solution, white-label home loans can cater to a wide range of customers, including those with complex financing needs.

“Advantedge is committed to championing mortgage brokers as a channel of choice for consumers, and why we continue to support brokers in providing a great customer experience.”