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Broker-lender relationships are most positive in Western Australia, with the state coming out on top in Agile Market Intelligence research into broker satisfaction levels.
For the September 2025 quarter, Western Australia led the country for overall broker experience at 74 per cent, ahead of Queensland at 69 per cent, and South Australia and the Northern Territory at 68 per cent.
Western Australian brokers led in satisfaction levels at all stages of the loan writing process, including business development manager satisfaction (77 per cent), applications (76 per cent), settlements (73 per cent), and assessments (61 per cent).
In the latest quarter, broker satisfaction scores were lowest in NSW and the ACT.
The findings come from Agile Market Intelligence research that surveyed residential and commercial brokers about their experiences with the lenders they worked with.
Net Promoter Score (NPS), which measures customer loyalty or advocacy, was strongest in Western Australia, with a lender NPS of +53, well ahead of Queensland at +49, and Victoria and Tasmania at +44.
NSW and the ACT recorded the lowest NPS at +33, a 20-point gap behind Western Australia.
Agile Market Intelligence director Michael Johnson said Western Australia’s NPS indicated that brokers in the state were consistently satisfied with lender performance.
“Nationally, the NPS scores are positive, a good sign for lenders,” he said.
“WA’s +53 result is exceptional and shows what’s achievable when lenders deliver consistently. The challenge for other states is closing that gap.”
Johnson said Western Australian brokers had clearly achieved the highest satisfaction levels over the past quarter.
“Strong BDM support keeps brokers engaged, and responsive assessment teams keep deals moving,” Johnson said.
“When both work well, you see it in the overall experience score. When they don’t, the whole relationship suffers.”
Across the mortgage application process, assessment remains the weakest stage nationally, receiving 61–68 per cent satisfaction.
[Related: Almost 50 per cent of customers who feel ‘ripped off’ by rates plan to change lender]