All 4 major banks tracking broker sentiment

For example, lenders can see:

• Market share and recommendations: Which lenders brokers are recommending each month, helping track usage and preference levels.

• Net Promoter Score (NPS): Benchmark broker satisfaction and loyalty against competitors and internal programs.

• Turnaround times: Compare service level agreements, including time from application to credit decision.

• Broker experience journey: Identify strengths and weaknesses across key stages – BDMs, application, credit assessment, and settlement.

• Segmented insights: Compare results across broker segments, aggregators, and locations to identify where improvements or resources are needed.

• Custom insights: Subscribing lenders can add bespoke questions for proprietary feedback unique to their business.

According to Agile Market Intelligence, broker experiences captured through Broker Pulse are increasingly being used by lenders to drive improvements in processes, turnaround times, and service quality across residential and commercial lending.

The researchers welcomed the fact that all four major banks – Australia and New Zealand Bank (ANZ), the Commonwealth Bank of Australia (CBA), National Australia Bank (NAB), and Westpac Banking Corporation (Westpac) – are now listening to broker feedback via Broker Pulse.

The team suggested that the expanded participation signals a shift in how broker insights are influencing lender strategy, operations, and service delivery, with feedback now forming a comprehensive, industry-wide loop between brokers and the majors.

Agile Market Intelligence’s director, Michael Johnson, commented: “2025 has been a big year for Broker Pulse. In its sixth year, the program has reached a significant milestone we’re genuinely excited about: all four major banks, ANZ, CBA, NAB, and Westpac are now actively participating in Broker Pulse. It marks an unprecedented commitment to broker feedback and channel transparency.

“More than just an increase in lender participation, it signals a real shift in how broker experiences shape lender strategy and operations. Broker feedback is now reaching decision-makers across every major bank, creating the most comprehensive feedback loop the third-party channel has ever seen.”

The milestone coincides with changes to the Broker Pulse survey itself.

Brokers are now guided through a single, streamlined survey covering both residential and commercial lending where relevant, rather than completing separate questionnaires. The updated design aims to reduce survey fatigue while delivering richer and more consistent insights into lender performance across the full broker-lender relationship.

Broker Pulse has grown steadily since its launch, with increased broker participation and deeper lender engagement helping build trust across the industry. Broker feedback is now reaching executive teams at each of the major banks, reinforcing its role as a strategic asset rather than a point-in-time sentiment check.

Looking ahead to 2026, Agile Market Intelligence said the combination of a more intuitive survey experience, stronger lender accountability, and full major bank participation positions Broker Pulse to have greater influence than ever before.

Participating lenders receiving broker insights via Broker Pulse now include:

• Advantedge

• AMP Bank

• ANZ

• Banjo

• Bank of Melbourne

• BankSA

• Bankwest

• BCU

• Bendigo Bank

• Bluestone Home Loans

• Commonwealth Bank of Australia

• Earlypay

• First Federal

• Great Southern Bank

• ING

• Liberty

• NAB

• OnDeck

• People First Bank

• P&N Bank

• Prospa

• St.George

• Suncorp Bank

• Westpac.

[Related: More than half of brokers currently using non-bank lenders]