Australians continue to show a strong preference for working with brokers, and new national research is shedding light on exactly why. Drawing on more than a thousand homeowners and investors surveyed across the country, the findings reveal that borrowers are increasingly valuing genuine industry experience, market insight, and the time-saving advantages of working with a broker.
Experience and Convenience Remain Key Drivers
More respondents identified a broker’s market knowledge as a leading reason for seeking support, with growing numbers also highlighting how much easier and more efficient the lending process becomes when guided by a professional. While access to a variety of lenders is still important, borrowers are shifting their focus toward the quality of advice and the overall service experience.
Satisfaction and Trust Continue to Strengthen
The research shows that satisfaction with brokers remains exceptionally high, especially around communication and accessibility. Many borrowers felt that their broker acted in their best interests, and reported issues continued to decline. Trust also strengthened, particularly among those who had recently worked with a broker—reinforcing how positive interactions continue to shape industry confidence.
The Importance of Genuine Expertise
Although trust levels are strong, the study highlighted shifting borrower expectations. Concerns around communication, advice quality, and payment clarity have grown slightly, and many Australians are becoming more conscious of choosing a broker with genuine market experience. Despite these emerging pressure points, perceptions around mortgage brokers improved, with fewer borrowers feeling that their interests weren’t prioritised.
Loyalty Holds Strong Despite Rising DIY Options
Even as digital tools and direct-to-lender pathways gain traction, loyalty to brokers remains steady. Most respondents said they would use the same broker again, and referrals continue to be a major source of new clients. Women, in particular, were more likely to choose their broker based on a recommendation from friends or family. Meanwhile, increased interest in government initiatives such as Help to Buy is leading more borrowers to seek clear, personalised guidance.
If you’re planning to enter the market, refinance, or simply want clarity in a fast-changing environment, now is the perfect time to reach out. Contact us today and let our team guide you with the expertise, transparency, and personal support borrowers value most.