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How Loan Market advisers set a new benchmark for client satisfaction in New Zealand

How Loan Market advisers set a new benchmark for client satisfaction in New Zealand
  • - 3 min read

While major retail banks frequently struggle with client satisfaction and changing customer expectations, relationship-led mortgage advisers are setting an entirely new standard across New Zealand. Automated tools and chatbots might get borrowers through the door, but genuine personal connection wins every time.

The power of smart tech and real financial advice

Net Promoter Score (NPS) remains the global gold standard for measuring customer loyalty. While traditional banking scores often lag behind, Loan Market NZ recorded an extraordinary network average score of +98 across nearly 5,000 Kiwi client reviews in FY26. Overall, 87% of advisers achieved an NPS of +95 or higher, with 103 advisers earning a flawless +100 rating at settlement.

This milestone highlights how modern technology and local adviser expertise complement each other. Intelligent software handles administrative tasks behind the scenes so advisers can spend more time on face-to-face conversations and long-term planning. 

“AI and digital tools might connect a client with us, but it’s our advisers who genuinely build trust and guide them through complex lending decisions,” says Nicole Ferguson, Loan Market NZ National Director. “Our role goes far beyond securing a competitive rate. We are here to empower Kiwis through financial education, strip away the stress and advocate for their best interests. Intelligent technology takes care of the administrative heavy lifting behind the scenes, enabling our advisers to dedicate their energy where it matters most, on long-term client relationships.“

The Loan Market Top 25 Customer Champions 

Delivering a flawless customer experience consistently takes extraordinary dedication. We are proud to honour our Top 25 Customer Champions for FY26, featuring advisers who achieved a perfect +100 Net Promoter Score voted by their clients.

Mortgages aren’t just about finding a competitive interest rate, it’s about having a dedicated advocate by your side for life’s biggest financial decisions. By pairing seamless technology with access to over 30 banks and lenders, our advisers show that placing genuine relationships at the core of financial services is a model no digital tool can replicate.

Picture of Dan Crawford
Dan Crawford
Dan is the Marketing Executive for Loan Market NZ and leans on a career spent driving marketing strategies for two major real estate brands. He’s seen firsthand what it takes to get a deal across the line and a Kiwi into a home. His mission is to make finance simple, ensuring the Loan Market brand and its nationwide network of advisers speak in a language that everyday Kiwis can understand.

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