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Finder Home Loan Satisfaction Awards 2022

We surveyed thousands of Australians to find out which home loan brands' customers are the most satisfied.

The winners

The winners are based on consumer ratings across 5 metrics: features and benefits, customer service, fees and the consumer's overall experience, as well as recommendation score (the percentage of customers who said they would recommend the brand to a friend).

Home Loan Customer Satisfaction winner:

Ubank

Online lender Ubank took out the top spot for our best home loans this year. A huge 95% of customers surveyed said they would recommend Ubank to a friend. It also scored the highest ranking in the entire survey for its overall experience with 4.5 out of 5.

Read our review of Ubank

Finder Home Loan Satisfaction Finalist 2022 badge

Finder Home Loan Customer Satisfaction finalist:

Bank of Queensland

Bank of Queensland made it into second place this year, with scores above 4 in every single category. Its highest scores were 4.2 for its customer service and interest rates. It achieved a 87% 'would recommend' score too.

Read our review of Bank of Queensland

Finder Home Loan Satisfaction Finalist 2022 badge

Finder Home Loan Customer Satisfaction finalist:

Athena

In a very tight race to second place, Athena just missed out and took out the third place position instead. It achieved the highest recommendation score at 98%, probably due to its outstanding customer service which was rated at 4.3 out of 5.

Read our review of Athena

Best home loans for customer satisfaction in 2022

Overall satisfactionCustomers who'd recommendPlatformReview
★★★★★ 4.39/595%Picture not describedUBank is an online Australian bank which is owned by NAB, offering home loans for owner occupiers and investors. Customers rated Ubank best for its overall experience and specifically for its customer service and interest rates.Read our review
★★★★★ 4.14/587%Picture not describedOne of Australia's largest lenders, Bank of Queensland has a considerable presence in the home loan space. It's customers rated it particularly well for its interest rates, which are known to be competitive. It also scored highly for its customer service.Read our review
★★★★★ 4.12/598%Picture not describedAn online lender, Athena specialises in home loans. Its dedication to the space could be why it achieved the highest recommendation score at 98%. It also scored highly for its customer service, features and benefits, and overall experience.Read our review
★★★★★ 4.06/589%Picture not describedOne of Australia's 'big four' banks, Commonwealth Bank has about a quarter of the total home loan market share in Australia. Customers are clearly happy, with an impressive score for its customer service, as well overall experience and its features and benefits.Read our review
★★★★★ 4.03/587%Picture not describedAnother of Australia's 'big four', ANZ is one of the biggest home loan providers in Australia. It was most highly rated for its customer service. Customers also rated it highly for its features and benefits and overall experience.Read our review
★★★★★ 4.00/587%One of the Big Four banks, NAB achieved the best scores out of the four for fees and interest rates. It also gained consistently good scores for its customer service, features and benefits, and overall performance.Read our review
★★★★★ 3.90/576%

Australia's oldest bank, Westpac is another of the Big Four. Its highest customer satisfaction score was a 4 for its customer service. This is below the other Big Four but higher than some other lenders. In other categories the bank received below average scores.

Read our review

Customer satisfaction ratings methodology

To find Australia's best brands and products, Finder worked with leading insights company Dynata to survey nearly 20,000 Australians across almost 200 categories.
For the best home loan, we asked Australians to rank home loan providers out of a total score of 5 for the following categories:

  • Customer service
  • Features and benefits
  • Fees
  • Interest rate
  • Overall experience

Respondents were also asked to rate each provider on how likely they were to recommend them. These scores were out of 5 but then converted into a percentage (for example, a score of 4 out of 5 would give a score of 80%).

To be eligible, home loan providers needed to receive at least 55 responses. The final score was then calculated as an average of those 6 metrics and the provider with the highest score was named the winner.

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