Broker perception geographic scorecards: WA has highest rates in broker satisfaction for 2025 Q3

The broker experience journey varies meaningfully by state. 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 over the past quarter, from July to September 2025. Results highlight clear leaders and gaps in broker sentiment for their mortgage application processes. 

Broker Pulse is a monthly survey that asks residential and commercial brokers to share their experiences with the lenders they worked with throughout the previous month, rating them across turnaround time, credit assessment, BDM interactions, and the overall broker journey. A new format for Broker Pulse was launched this October, breaking the 300 broker ceiling! 

Key stats you need to know

• WA posts the highest lender NPS at +53, well ahead of QLD at +49 and VIC/TAS at +44.

• WA leads the broker experience journey at 74%, with the strongest performance in BDMs (77%) and application (76%).

• Across the mortgage application process, assessment still remains the weakest stage nationally, receiving 61% to 68% satisfaction.

WA dominates broker advocacy, outpacing all other states

• WA achieves the highest average lender NPS at +53 over the past three months (July to September 2025).

• QLD follows at +49, ahead of SA/NT at +45, and VIC/TAS at +44.

• NSW/ACT records the lowest NPS at +33, a 20-point gap behind WA.

Net Promoter Score measures customer loyalty or advocacy. WA’s +53 result indicates brokers are consistently satisfied with lender performance, including pricing, policy and most importantly, process. The 20-point spread between WA and NSW/ACT signals meaningful differences in how brokers experience working with lenders across these markets.

“Nationally, the NPS scores are positive, a good sign for lenders. WA’s +53 result is exceptional, and shows what’s achievable when lenders deliver consistently. The challenge for other states is closing that gap,” said Michael Johnson, Director at Agile Market Intelligence.

WA sets the standard across every stage of the broker journey, NSW/ACT relationship touchpoint hint at friction

• WA leads overall broker experience at 74%, ahead of QLD at 69% and SA/NT at 68%.
  
  
• BDM satisfaction (77%), application (76%), settlement (73%), and even assessment (61%) are all highest in WA.
  
  
• The entire broker journey for NSW/ACT scores the lowest in the past quarter.

The broker experience journey covers four key stages, but BDM interactions and credit assessment stand out as relationship-defining. These touchpoints reveal how lenders engage with brokers day-to-day and how responsive they are when deals need decisions. WA excels in both, with 77% BDM satisfaction and 68% assessment satisfaction. Assessment has already been identified in the past as the weakest broker experience in the journey. NSW/ACT, on the other hand, has given 62% BDM satisfaction and 61% assessment satisfaction, clear signs that brokers in the region are experiencing some friction in these critical points that make or break the lender-broker relationship.

“WA is clearly winning the past quarter. Strong BDM support keeps brokers engaged, and responsive assessment teams keep deals moving. When both work well, you see it in the overall experience score. When they don’t, the whole relationship suffers.”, said Michael Johnson.

About Broker Pulse: Residential Lending

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.

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 www.brokerpulse.com.au.

Data in this report (June to September 2025) of Broker Pulse is based on responses from 879 residential brokers, collected monthly between 1 July 2025 to 16 October. Brokers were asked to share their experiences with the lenders they worked with, rating them across turnaround time, credit assessment, BDM interactions, and the overall broker journey.