Since our start in 2011 our Number One goal has been to be THE best mortgage service by helping people more easily get the best mortgage deal, then get debt free faster and always delivering on our 5 Point Promise. As a result, finding a good way to track and compare our client satisfaction has been very important too.
While client feedback about our software and Platinum service told us we were doing great job for our clients, we hadn’t found a simple, universal system that allows our customer satisfaction to be easily compared.
That is until 2016, when we found and adopted Net Promoter Score which is also used by ANZ, ING, Commbank, NAB and Westpac and many businesses world-wide to measure customer satisfaction. Here are the results of our 2017 Client Satisfaction Survey compared with the results of these banks:
5 of the best known banks vs Unbiased.
Our approach
We use and will continue to use Net Promoter Score, a world wide standard. Independent survey service SurveyMonkey collects and works out our results.
The main difference in our approach is that we survey all of our clients; banks and many other businesses only survey a select few. We believe our approach gives us a more complete picture and that’s important. Because to us, client satisfaction is more than simply a headline; it’s a key guiding light which helps us understand where we can improve then do something about it.
We also collect client suggestions for ways we can do better and ask another simple, but important question:
“How would you rate the quality of our service?”
- Very High Quality
- High Quality
- Neutral
Click here to discover how Unbiased can help you easily get a better mortgage from thousands of cashback deals so you get debt free faster with less hassle.
Share this article