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Loan Market's Ciaran Leahy has been recognised as the mortgage group’s best broker in Australia and New Zealand for customer service as rated by his clients.
Holding the highest net promoter score (NPS) across the mortgage group for 2014-15 at 99 per cent, Mr Leahy said customer service is the most important element of his business.
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“All of my business comes from either client referrals or from being recommended by the team at Ray White Sutherland and Menai,” he said.
“Providing a highly personalised experience for every one of my clients is what drives my business forward.”
Ray White Sutherland and Menai principal Matt Debreczeni said the level of Mr Leahy’s customer service is what forms the foundation of their referral partnership.
“Ciaran not only adds value through an additional service – he also supports our clients simply by providing information and guidance to them,” he said.
“His willingness to help people, whether it results in business for him or not, is a testament to his professionalism and his high standards of service.”
Loan Market said the NPS forms the basis of its customer satisfaction program, and is an internationally recognised customer loyalty metric.
Designed to drive growth and increase business value, the group said NPS ratings are generated through customer feedback.
Loan Market NSW director Michael Karpathakis said the NPS is one of the most critical processes within broker businesses.
“We seek to deliver more than just finance solutions for our clients – we strive to be the trusted advisers of our communities. For us, business success comes through long-term, meaningful relationships, and our NPS system is a key measurement of our success,” he said.
“We can only improve through customer feedback, and I’m thrilled to see the Ciaran is held in such high regard by his clients. It’s a true reflection of business ethos.”
[Related: Nation's favourite brokers revealed]
