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NAB's ongoing investment in its third party service proposition is starting to pay dividends for the lender.
According to new internal data, NAB Broker recorded an overall satisfaction level of 83 per cent in the Homeside service experience – the highest level recorded since the quarterly survey began in May 2010.
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Designed to measure the Homeside service experience, the survey was open to brokers who had settled one or more loans with Homeside between 1 September and 16 November 2011.
"Investing in our people and process has been our major focus and brokers are now seeing the fruits of our labour," general manager NAB Broker distribution John Flavell said.
"The continued improvement in broker satisfaction quarter on quarter throughout 2011 shows us that we are heading in the right direction.
"However, we are far from being complacent; there is more to do to improve the experience and we have a comprehensive program of initiatives rolling out in 2012. We will continue to seek feedback from our broker partners to further improve our offer and the satisfaction of all brokers."
Survey respondents said it was clear to see how far NAB Broker had come in the last 18 months, particularly in the areas of turnaround times, improvements to loan documentation and the proactive outbound calls from credit managers.
"NAB Broker is the only lender that is providing an upfront online valuation service for brokers who then delivers fully assessed unconditional approvals in 24-48 hours," Mortgage Success' Katrina Rowlands said.
