In an era dominated by automated chatbots and digital lending platforms, a clear trend is reshaping financial services: technology gets borrowers through the door, but human connection wins every time. While major retail banks struggle with trust, relationship-led mortgage brokers are setting an entirely new standard.
The power of human + tech synergy
Net Promoter Score (NPS) remains the gold standard for measuring customer loyalty. While the broader financial services sector hovers around an industry average of +34, the Loan Market network achieved an extraordinary average score of +99 in FY25/26 for the second consecutive year, with 93% of businesses scoring +95 or higher. Most remarkably, 310 businesses (75%) achieved a perfect +100 NPS.
“Artificial intelligence might help a borrower find us, but our brokers build the relationship and guide them through finding the right loan,” says Angela Tracey, Chief Marketing Officer at Loan Market. “We don’t just find finance solutions that meet their best interests; we educate, improve financial literacy, and remove stress through regular, transparent communication.”
The Loan Market Top 25 Customer Champions
Delivering a flawless client experience consistently takes extraordinary dedication. We are proud to honor our Top 25 Customer Champions for FY25/26 who achieved a perfect Net Promoter Score of +100, voted by their clients:
- Mick O’Shea – Loan Market Mick O’Shea
- Christine Dunkerton – Loan Market Busselton
- Mark De Martino – Loan Market Port Melbourne
- David Chen & Simon Gay – Loan Market Solutions
- Steve Toome – Loan Market Link
- Bren Rodda – Loan Market Territory
- Adam Sleight – Loan Market Adam Sleight
- Tristan Shepherd – Loan Market Tristan Shepherd
- Kris Faife – Loan Market Rowville
- Amy Crofts – Loan Market Amy Crofts
- Rod Johnson – Loan Market Hornsby
- Matt Simpson – Loan Market Simplified
- Tenzing Chophel – Loan Market Tenzing Chophel
- Lenard Hermiz – Loan Market Lencorp
- Marco Cappetta – Loan Market Marco Cappetta
- Denise Sisavanh-Chan – Loan Market Denise Sisavanh-Chan
- Mark Winter – Loan Market Greater Springfield
- Brett Miller – Loan Market Eclipse
- Lihong Shi – Loan Market Lihong Shi
- Josh Mann & Taite Arney – Loan Market Nowra
- Bill Armistead – Loan Market Armistead & Associates
- Theo Alexandrou – Loan Market Mandurah
- Samantha Barnett – Loan Market Scenic
- Cara Haynes – Loan Market Cara Haynes
- Ruth Crampton – Loan Market Ruth Crampton
Finance isn’t just about interest rates; it’s about having an expert in your corner for life’s biggest milestones. By pairing smart automation with access to over 100 lenders, these champions prove that putting long-term relationships at the centre of finance is a strategy no algorithm can match.
