Broker perception geographic scorecards: VIC/TAS and SA/NT show the highest broker satisfaction for 2025 Q4

Using the latest Broker Pulse geographic scorecard, this report compares Net Promoter Scores (NPS) and satisfaction scores across the broker experience journey for NSW/ACT, QLD, VIC/TAS, WA and SA/NT from October to December 2025. Results reveal that the broker experience journey varies depending on the state. VIC/TAS and SA/NT lead in both NPS and in providing a satisfactory broker experience journey. Results show that the credit assessment stage and BDMs are touch points to improve upon. 

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Key stats you need to know

• The national average NPS score ranged between +34 and +48, revealing that lenders are performing exceptionally, to the point that brokers are likely to advocate for them to different clients.
  
  
• SA/NT boasted the highest scores in the broker experience journey.
  
  
• The credit assessment and BDMs were the most critical aspects of the broker journey nationally, receiving between 62% to 73% satisfaction.

VIC/TAS leads in broker advocacy, followed by SA/NT

• VIC/TAS achieved an NPS of +48, the highest across the board. SA/NT had the second highest NPS of +45, with WA following with an NPS of +41.
  
  
• QLD has the lowest NPS nationally, but still reached a score of +34.

Net Promoter Score is an industry measure used to gauge how likely a customer, in this case a broker, would recommend a lender to potential clients. VIC/TAS boasts the highest average NPS of +48 across the board. This indicates that lenders in this region are delivering exemplary services, which include product, pricing, and process. WA and SA/NT also stand out for landing in the +40 range, showing more consistent delivery in the broker journey. 

“Generally, the NPS scores reveal that lenders are delivering satisfactory services across the country,” said Michael Johnson, Director at Agile Market Intelligence. “The challenge now is for those in the +40 range to continue delivering outstanding services, while the rest keep up in the months to come.”

SA/NT sets the standard for broker experience journey, followed by VIC/TAS

• SA/NT scored the highest in all areas of the broker journey.
  
  
• Broker experience rating (68%), BDMs satisfaction (64%), application (73%), and credit assessment (62%) were all lowest in NSW/ACT. WA scored lowest in the area of settlement (70%). 

The broker experience journey begins with communicating with BDMs, filing loan applications, receiving credit assessments, and, if approved, ends upon the loan settlement. Brokers were asked to rate their experience at each stage. SA/NT had the highest scores across all the various touch points. The region achieved 75% satisfaction for broker experience rating, 71% for BDM, 79% for application, 73% for credit assessment, and 78% for settlement. 

The various regions generally scored lowest in the BDMs and credit assessment areas of the broker journey, signalling that these continue to be areas for improvement. NSW/ACT and QLD had the lowest satisfaction rating of 64% and 65%, respectively, for BDMs. By contrast, VIC/TAS and WA scored the second highest rating for this touch point (70%). In the credit assessment stage, NSW/ACT and WA scored the lowest at 62%, surpassed by QLD (64%) and VIC/TAS (67%).

“BDMs and credit assessment are the human touchpoints that can make or break a broker’s experience, yet they’re receiving low satisfaction scores nationally,” said Michael Johnson “These are controllable factors that could translate to higher broker advocacy, and ultimately, more business.”

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About the research

Broker Pulse is a monthly survey of residential mortgage lenders conducted by Agile Market Intelligence. It is a community-driven knowledge base of lender performance. Broker Pulse offers transparency to the market by surfacing these collective insights from the broker community. This empowers brokers to make informed decisions and enables lenders to benchmark and improve performance.

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Participating brokers receive access to a bird’s-eye view of the lender benchmarking data each month. To sign up or for more information visit https://www.brokerpulse.com.au/.

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The latest edition of Broker Pulse is based on responses from 976 residential brokers, collected between October 2025 and January 2026. Brokers were asked to share their experiences with the lenders they worked with throughout June, rating them across turnaround time, credit assessment, BDM interactions, and the overall broker journey.

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