Gen H has achieved an NPS of 83 in a survey of the brokers on its panel in its Q3 relationship survey.
This score is considered excellent by industry standards; 88% of brokers who responded to the survey were promoters and only 5% were detractors. These results follow from the lender’s Q1FY23 broker NPS survey, which returned a result of 76. Gen H also has a TrustPilot rating of 4.9.
The Gen H NPS measures how likely brokers are to recommend Gen H to a friend or colleague, and is sent to brokers who have used the application process.
Brokers were most impressed with Gen H’s service and relationship management, in particular the friendliness and support from their BDMs. One broker commented that the Gen H BDMs were “brilliant, personable and knowledgeable”.
Other areas that impressed brokers include Gen H’s innovative mortgage products, standout tech platform and common sense approach to underwriting. One broker said Gen H was a “great lender and exactly what the market needs. A lender with a REAL flexible approach”. Another said Gen H was “shaking up the broker world”.
Gen H, which launched its intermediary channel in the summer 2021, now has over 12,000 brokers on panel with ambitions to continue to roll out to the whole market in the coming months.
Will Rice, CEO of Gen H, said: “We’re very proud that our broker partners have rated our service so highly. Our teams are constantly striving to deliver outstanding outcomes for customers and brokers alike, and it’s gratifying to see our team’s dedication and commitment to excellence reflected in such a high NPS score.”