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Home Loan Customer Satisfaction Awards 2023

We asked 1,000+ Australians to rate their home loan provider based on customer service, value for money and more – here's who came out on top.

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Scoring 4.4 out of 5 from customer responses, Athena took out the top spot in the Home Loan Customer Satisfaction Awards 2023. It was rated higher than any other home loan lender across all areas, with a particularly high rating for its features and benefits. 89% of users said they would recommend Athena.

Home loans methodology

Highly commended

Bank of Queensland

Bank of Queensland

Bank of Queensland placed in second, with 85% of its customers saying they would recommend the bank as a home loan provider. It scored 4.21 out of 5 and was rated particularly highly for its customer service and as an overall offering.

Bank of Melbourne

Coming in third place, Bank of Melbourne scored 4.19 out of 5. It was 1 of only 2 home loan providers that had more than 90% of respondents saying they would recommend it. It scored most highly for its customer service, as well as its features and benefits.

Home loan ratings 2023

BrandOverall satisfactionCustomers who'd recommend
Athena★★★★★ 4.44/589%
Bank of Queensland★★★★★ 4.21/585%
Bank of Melbourne★★★★★ 4.19/591%
ubank★★★★★ 4.16/587%
Aussie★★★★★ 4.14/591%
★★★★★ 4.12/584%
★★★★★ 4.08/589%
★★★★★ 4.04/583%
★★★★★ 3.98/584%
★★★★★ 3.97/586%
★★★★★ 3.86/581%
★★★★★ 3.85/574%
★★★★★ 3.82/572%
★★★★★ 3.78/573%
★★★★★ 3.70/578%

Why you can trust our awards

expert advice
Expert analysis
Finder worked with leading insights company Dynata to survey over 30,000 Australians across almost 200 categories for our Customer Satisfaction Awards program.
They're comprehensive
We asked 1,095 Australians to rate their home loan products based on several factors including whether they would recommend it to a friend.
They're independent
Some winners may be partners but this never influences our decisions. All winners are based on a clear methodology and must meet editorial standards.

Ratings methodology

The Finder Customer Satisfaction Awards recognise brand sentiment from customer feedback on a number different product categories. Finder worked with leading data, insights and consulting company, Dynata to conduct thousands of customer interviews.

  • Consumers were asked to review a range of products they purchased recently.
  • The recency period varied between 3 months to 3 years, depending on the product category.
  • We got a minimum of 45 responses for each home loan provider. We asked a total of 1,095 customers.
  • Respondents were asked whether they would recommend the home loan provider to a friend.

Customers were also asked how they would rate each provider on a scale between 1 and 5 and in terms of:

  1. Features and benefits
  2. Customer service
  3. Ease of application
  4. Value for money
  5. Overall/li>

The final brand score is an average of all of these individual ratings.

The Finder Customer Satisfaction Awards is an independent awards program and commercial partnerships do not influence the results in any way.

Disclaimer: While we endeavour to assess the majority of product providers in the market, this is not always possible and it may be that not every product or brand in the market was included for judging.

Home Loan Product Awards

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