Three quarters of Loan Market businesses recorded a perfect Net Promoter Score in FY26
Three quarters of Loan Market's broker businesses achieved a perfect Net Promoter Score (NPS) in financial year 2026, the aggregator has announced.
The result marks a milestone for the network, with 93% of businesses recording an NPS of +95 or above. The overall network average held at +99, matching the prior year's figure.
NPS measures customer satisfaction and advocacy by tracking how likely clients are to recommend a business to others. It is widely regarded as a leading benchmark for consumer sentiment.
Loan Market attributed the outcome to its service model, which pairs broker-client interaction with technology designed to reduce administrative tasks.
"AI might help a borrower find us, but our brokers are the ones who build the relationship and guide them through finding the right home loan," said Angela Tracey (pictured top), chief marketing officer at Loan Market.
"We don't just find finance solutions that meet our clients' best interests; we educate them, improve financial literacy, and remove stress through clear, regular communication. Technology handles the heavy lifting so our brokers can focus on long-term, evolving relationships."
The result comes as many Australian banks continue to face flat or negative consumer satisfaction ratings, driven by eroding trust and shifting customer expectations.
"It is clear that customers are demanding more from their financial partners," Tracey said. "We see digital challengers gaining ground, but the real standout in satisfaction metrics continues to be relationship-driven models.
"Whether in corporate banking or finance broker networks, the sectors that prioritise personal connection and human-led expertise routinely score higher than traditional direct branch banking."
Want to be regularly updated with mortgage news and features? Get exclusive interviews, breaking news, and industry events in your inbox – subscribe to our FREE daily newsletter. You can also follow us on Facebook, X (formerly Twitter), and LinkedIn.
