ING took the top spot in this year's personal loan customer satisfaction award. ING took out a clean sweep this year in all categories, with an overall score of 4.52 out of 5.
We asked hundreds of Australians to rate their personal loan lenders on factors like customer service, features and benefits, ease of application, fees and interest rate, and trustworthiness. Here are the results.
Most Loved
Loved brand
Most Trusted
ING was the most trusted brand this year, with a score of 4.73 out of 5. 96% of customers consider ING to be a trustworthy lender.
Trusted brand
Legendary Service
ING also won the Customer Service Award with a score of 4.51 out of 5. ING's strong customer service score helped push it ahead of the competition.
Quality service
Best personal loans for customer satisfaction in 2024
Bank | Overall satisfaction | Trustworthy/reliable |
---|---|---|
★★★★★ 4.52/5 | 96% | |
★★★★★ 4.31/5 | 91% | |
★★★★★ 4.18/5 | 94% | |
★★★★★ 4.07/5 | 85% | |
★★★★★ 3.9/5 | 88% |
How we picked our Personal Loan Customer Satisfaction Awards
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.
- We used the following metrics to assess brands, and asked customers:
- if they thought the brand was trustworthy/reliable. This result was scored out of 5 as a percentage. For example, if 80% of customers said they thought a brand was trustworthy/reliable, it received a score of 4 out of 5.
- how they would rate each personal loan provider on a scale between 1 and 5 and in terms of: Customer service, features and benefits, ease of application as well as fees and interest rate.
The final scores were calculated as follows:
Award | Weightings |
---|---|
Most Loved | |
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.
Meet our experts
Richard Whitten, Editor for money
Richard Whitten is a money editor at Finder. He has been covering home loans, property and personal finance for the last 6 years.
Piyush Pillai, Insights analyst
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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