For the 2024 Finder Home Loan Customer Satisfaction Awards we surveyed Australian borrowers to find out which lenders offer the best customer service and are the most trustworthy.
Here are the results.
ING took the top spot in this year's home loan customer satisfaction award. ING got the highest overall score of 4.23 out of 5. Customers rated ING highly for every metric in every category. ING also won the customer satisfaction award in the owner-occupier category and was highly commended in the investor loan category.
Loved brand
NAB was the most trusted overall home loan brand this year, with a score of 4.57 out of 5. 94% of customers rated NAB as trustworthy and reliable across owner-occupier and investor categories.
Trusted brand
Bendigo Bank won the Customer Service Award with a score of 4.21 out of 5. Bendigo Bank scored highly for customer service across both owner-occupier loans, where it also won, and in the investor loans category.
Quality service
ING took the top spot in this year's home loan customer satisfaction award. ING got the highest overall score of 4.3 out of 5. Customers scored ING most highly on its home loan features and benefits plus ease of application.
Loved brand
ING won the most trusted award with a score of 4.60 out of 5. 94% of owner-occupier customers said they trust ING.
Trusted brand
Bendigo won the Customer Service Award with a score of 4.35 out of 5, the highest customer service score for owner-occupier lenders.
Quality service
Commonwealth Bank took the top spot in this year's home loan customer satisfaction award. Commonwealth Bank got the highest overall score of 4.2 out of 5, scoring particularly highly for customer service.
Loved brand
Macquarie Bank was the most trusted brand this year, with a score of 4.65 out of 5. An impressive 97% of customers said they trusted the lender.
Trusted brand
Commonwealth Bank won the Customer Service Award with a score of 4.20 out of 5 in the investor lending category.
Quality service| Lender | Overall satisfaction | Trustworthy/reliable |
|---|---|---|
| ★★★★★ 4.23/5 | 91.5% |
| ★★★★★ 4.17/5 | 92.5% |
| ★★★★★ 4.16/5 | 94% |
| ★★★★★ 4.09/5 | 92% |
 | ★★★★★ 3.97/5 | 92.5% |
Each year, thousands of Australians rate brands they've used as part of Finder's Customer Satisfaction Awards program. Aussies rate brands within a product category across a range of metrics, including 'value for money' and 'customer service'. Finder worked with leading data, insights and consulting company, Dynata to survey customers and collect their responses.
The final scores were calculated as follows:
| Award | Weightings |
|---|---|
| Most Loved | |
| Home Loan Awards | |
| Most Trusted | |
| Legendary Service |
Disclaimer: We tried to collect feedback and data from survey participants on as many products and providers in the market as possible. Although we were able to assess an extensive range of products and providers from the survey responses, we can't say that every provider and/or product currently available in the market was considered as part of our review and winner selection process. Some products and/or providers may have been omitted from survey responses and therefore not considered by us for any Customer Satisfaction Award. Survey customers received an incentive arranged by Dynata. Read our Advertiser Disclosure.
Richard Whitten is a money editor at Finder. He has been covering home loans, property and personal finance for the last 6 years.
Piyush is an insights analyst at Finder and is responsible for developing the methodology for Finder's Product Awards. He holds an MBA from Macquarie University and a MSc in Banking and Finance from the University of London.
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