A vast majority of its brokers attain perfect net promoter scores
Loan Market has reported that 623 brokers across its network achieved perfect net promoter scores (NPS) in the 2024 financial year, representing 93% of its brokers.
The company’s brokers posted an average NPS of +99, an improvement from +98 earlier in the year. NPS, a widely recognised measure of customer satisfaction, gauges how likely customers are to recommend a business to others.
David McQueen (pictured above), chief executive of Loan Market, attributed the milestone to the company’s long-standing commitment to customer education, transparency, and strong client relationships.
“For 30 years, our brokers have focused on delivering unmatched service to customers, which has made Loan Market the most liked and trusted brand in the industry,” McQueen said. “We don’t just help customers find finance solutions in their best interests. We also improve their financial literacy and take the stress out of the loan application process through regular communication and updates.”
Loan Market, whose brokers were the most searched-for in Australia during the spring selling season, said its customer-centric approach is supported by proprietary technology like its MyCRM platform. The company’s Online Fact Find tool, which recently received an update with SmartData automation, and its Game Plan feature, which explains product and lender selection, have been designed to enhance transparency and streamline the borrowing process.
Loan Market Canberra principal Nitish Kumar highlighted the importance of communication in delivering a positive client experience.
“Strong communication is at the heart of how we care for our clients,” Kumar said. “If brokers are too busy to provide updates, one of our client service managers steps in to ensure customers are informed. Even if there’s no major progress, it’s important to let clients know their applications are being managed.”
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