Sutherland Shire broker rated number one by his clients

Loan Market broker, Ciaran Leahy, was recognised as the group’s best operator in customer service, being named the number one broker across Australia and New Zealand for his Net Promoter Score (NPS).

Holding the highest NPS rating across the Loan Market Group for financial year 2015, Ciaran has a customer satisfaction rating of 99 per cent.

“Customer service is the most important element of my business. All of my business comes from either client referrals or from being recommended by the team at Ray White Sutherland and Menai. Providing a highly personalised experience for every one of my clients is what drives my business forward,” Ciaran said.

Ray White Sutherland and Menai principal, Matt Debreczeni, said the level of Ciaran’s customer service is what forms the foundation of their referral partnership.

“Ciaran not only adds value through an additional service, he also supports our clients simply by providing information and guidance to them. His willingness to help people - whether it results in business for him or not - is a testament to his professionalism and his high standards of service,” Matt explains.

The Net Promoter Score forms the basis of Loan Market’s Customer Satisfaction Program, and is an internationally recognised customer loyalty metric. Designed to drive growth and increase business value, NPS ratings are generated through using customer feedback.

Loan Market NSW State Director, Michael Karpathakis said NPS is one of the most critical processes within broker businesses.

“We seek to deliver more than just finance solutions for our clients, we strive to be the trusted advisers of our communities. For us, business success comes through long-term, meaningful relationships and our NPS system is a key measurement of our success.

“We can only improve through customer feedback and I’m thrilled to see the Ciaran is held in such high regard by his clients - it’s a true reflection of business ethos,” he said.