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NAB-owned white-label lender Advantedge has reported increased levels of satisfaction amongst brokers and broker clients.
In its half-yearly broker satisfaction survey, the lender boosted its broker net promoter score (NPS) from +38 in February to +50 in August.
Advantedge also conducted its first customer satisfaction survey, receiving an overall NPS of +23. Brokers who helped clients take out an Advantedge loan received an overall NPS score of +70.
“The white-label lending sector has been on a strong growth trajectory for a number of years and broker and customer satisfaction with our white-label offering is only increasing,” said Advantedge general manager
Brett Halliwell.
This data was reflective of the increased popularity of white-label lending amongst brokers and their clients, he added.
The top three factors impacting customer advocacy included customer service, price and product. Broker satisfaction was driven by service levels particularly around responsiveness, accessibility and ease of transacting.
Advantedge has made positive changes and is proud of its track record of consistent turnaround times and service levels, Halliewell said.
“We will continue to seek out ways to enhance our products and services to continue to deliver the straightforward, stress-free experience our brokers and customers are looking for.”
For these surveys, the lender polled over 600 brokers and more than 530 residential home loan customers who had taken out or refinanced an Advantedge loan in the past six months.
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