ISCOVER
Brokers in NSW/ACT have given lenders the highest Net Promoter Score (NPS) in the country, according to the latest Broker Pulse geographic scorecard.
Broker Pulse, a monthly survey of residential mortgage lenders conducted by Agile Market Intelligence, has revealed which brokers are the most satisfied with lenders.
The latest edition (June 2025) of Broker Pulse is based on responses from 282 residential brokers, collected between 1 and 16 July 2025.
Brokers were asked to share their experiences with the lenders they worked with throughout June, rating them across turnaround time, credit assessment, BDM interactions, and the overall broker journey. The survey also looked at the average Net Promoter Score for lenders from brokers in different locations.
When extrapolating the NPS scores across all lenders for the past 12 months to June 2025, the survey found that brokers in NSW/ACT had the highest average lender NPS of +46, ahead of Victoria/Tasmania (+44), and South Australia/the Northern Territory (+41). Queensland and Western Australia followed closely, both averaging +40.
NSW/ACT’s leading score was supported by the largest respondent base in the geographic breakdown, with 1,135 broker responses feeding into the result.
According to the researchers, higher NPS in NSW/ACT and Victoria/Tasmania suggested that lenders are more consistently meeting expectations on key factors such as pricing, policy clarity, and process efficiency for brokers in these states.
For states with lower scores, Agile Market Intelligence suggested that lenders would need to focus on fine-tuning their broker engagement strategies to maintain or improve loyalty.
Agile Market Intelligence director Michael Johnson said the figures pointed to consistent delivery on broker expectations.
“NPS north of +40 tells us brokers are getting reliable outcomes more often than not,” Johnson said.
“The challenge for lenders is sustaining that while improving weaker touchpoints like credit access and communications, which can erode advocacy quickly.”
While NPS was highest in NSW/ACT, the Broker Pulse survey also asked brokers to rate their experience at every touchpoint throughout their journey with lending institutions, from communicating with business development managers (BDMs) to filing loan applications, receiving assessments, and post-settlement.
It found that the broker experience rating was highest in Western Australia, at an average rating of 70 per cent ahead of brokers in Victoria/Tasmania (68 per cent) and NSW/ACT and Queensland (both at 67 per cent). South Australia/the NT brokers gave lenders the lowest experience rating.
Brokers in Western Australia were also the most satisfied with application stages, with satisfaction levels at 74 per cent.
Assessment ratings were lower across the nation, but brokers in Victoria/Tasmania and Western Australia were the most satisfied, at 66 per cent.
Brokers in Queensland were most satisfied with settlement experiences (71 per cent), while those in Western Australia were most satisfied with BDMs (70 per cent).
Johnson commented: “The assessment dip is solvable with clearer policy interpretation and faster feedback loops.”
[Related: Pricing and credit assessment fail to meet broker expectations]
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