Loan Market’s commitment to being Australia’s most liked and trusted finance brokerage has hit an incredible milestone, with 623 brokers across the network achieving a perfect Net Promoter Score (NPS) in FY24. This result, which represents 93% of the Loan Market network, highlights the unwavering focus on delivering outstanding customer experiences.
NPS, considered the gold standard for measuring customer satisfaction, reflects how likely customers are to recommend a business to their friends and family. Loan Market brokers continue to raise the bar, with an average NPS of +99 – up from +98 earlier this year – demonstrating the consistent value they provide to their clients.
The achievement reflects Loan Market’s customer service proposition which is supported by time-saving technology that allows brokers to spend more time on client education and communication.
David McQueen, CEO of Loan Market, said for 30 years its brokers have been focused on unmatched service to customers which has made Loan Market the most liked and trusted brand in the industry.
“We don’t just help customers find finance solutions that meet their best interests, we educate, improve our clients’ financial literacy and take the stress out of a loan application through regular communication and updates,” he said.
“Our industry is all about relationships. We provide brokers with the tech to stay safe and save them time so their client-relationships are long-lasting and evolve with their changing needs.”
Every innovation with Loan Market’s proprietary MyCRM has been developed with a customer-focused lens.
From its Online Fact Find – which this year underwent a major update with the addition of SmartData, which automates part of the data collection process – to the sophisticated Game Plan which outlines why a product and lender was selected, clients enjoy a user-friendly and transparent borrowing journey with Loan Market.
Loan Market Canberra Principal Nitish Kumar said: “Strong communication is at the heart of how we care for our clients”.
“Communication is the first thing you need to get right with clients. If you don’t commit to regular communication in the client journey, it’s very hard to have a happy customer at settlement time.
“If our brokers are too busy to update the customer on the progress of an application, one of our CSMs (Client Service Managers) will step in and provide an update. Even if there’s no real news to share, it’s still important to let the customer know we’re on the case and that we haven’t forgotten about them.”
