The broking network outpaced competitors in online visibility, driven by a marketing campaign highlighting Loan Market’s 30-year history and its brokers’ top-tier customer service. Through the searches, consumers discovered tens of thousands of positive peer reviews with Loan Market brokers generating, on average, 53 five-star Google Reviews - the highest average among national brokerages.
This surge in visibility comes as consumer reliance on brokers’ digital footprints grows. A recent ActivePipe survey revealed 21% of Australians chose their broker based on their online presence, up from 12% in 2023.
Brokers have responded to the brand’s visibility and lead generation tactics with the number of Loan Market brokers increasing 38% in FY24.
Loan Market CEO David McQueen credited the brand’s holistic marketing approach and technology solutions for boosting broker-client connections.
“Our brokers can focus on educating clients and building lasting partnerships,” McQueen said. “With tools like MyCRM handling compliance and automated marketing, brokers are saving time and reinvesting it into delivering exceptional customer experiences.”
“Loan Market is known, liked, and trusted because we prioritise our clients at every touchpoint,” McQueen added. “Our goal is to be a partner not just during the borrowing process but throughout the life of the loan and beyond.”
Loan Market’s online social proof is underpinned by its brokers average +99 Net Promoter Score. The industry-leading client satisfaction rating is the product of Loan Market’s superior customer service experience.
Over 2024, Loan Market introduced a raft of new measures to support the customer experience, including its most recent tool, SmartData.
SmartData is the biggest update to the CX-focused Online Fact Find, pre-populating client identification data, connecting client bank accounts, and populating and grouping expenses to speed-up analysis.
“Loan Market brokers are the most productive in the industry, settling $18.6 million on average, which is up 8% year on year and 15% higher than the industry average,” McQueen said.
“Smart Data is another tool in our brokers toolbelt that supports their productivity and delivers their clients a great customer experience.”