Finder Personal Loan Customer Satisfaction Awards 2024

For the 2024 Finder Personal Loan Customer Satisfaction Awards, we surveyed hundreds of Australians about their personal loans to find the best of the best.

We asked hundreds of Australians to rate their personal loan lenders on factors like customer service, features and benefits, ease of application, fees and interest rate, and trustworthiness. Here are the results.

Most Loved

Most Loved badge
ING logo

ING took the top spot in this year's personal loan customer satisfaction award. ING took out a clean sweep this year in all categories, with an overall score of 4.52 out of 5.

Loved brand

CommBank logo

CommBank

NAB logo

NAB

Most Trusted

Most Trusted badge
ING logo

ING was the most trusted brand this year, with a score of 4.73 out of 5. 96% of customers consider ING to be a trustworthy lender.

Trusted brand

NAB logo

NAB

CommBank logo

CommBank

Legendary Service

Legendary Service badge
ING logo

ING also won the Customer Service Award with a score of 4.51 out of 5. ING's strong customer service score helped push it ahead of the competition.

Quality service

CommBank logo

CommBank

NAB logo

NAB

Best personal loans for customer satisfaction in 2024

BankOverall satisfactionTrustworthy/reliable
Up★★★★★ 4.52/596%
Picture not described★★★★★ 4.31/591%
Picture not described★★★★★ 4.18/594%
Picture not described★★★★★ 4.07/585%
Picture not described★★★★★ 3.9/588%

How we picked our Personal Loan Customer Satisfaction Awards

Each year, thousands of Australians rate brands they've used as part of Finder's Customer Satisfaction Awards program. Aussies rate brands within a product category across a range of metrics, including 'value for money' and 'customer service'. Finder worked with leading data, insights and consulting company, Dynata to survey customers and collect their responses.

  • Customers were asked to review a range of products they purchased or used recently.
  • The recency period varied from within the last year to within 5 years, depending on the category.
  • For each brand within a product group, a minimum sample size was established, with the sample sizing varying by product category. Brands that received fewer than 25 to 30 responses did not qualify for consideration for a Finder Customer Satisfaction Award. There was also a maximum limit of 35 responses per brand in each product category, with some exceeding this slightly.
    • We used the following metrics to assess brands, and asked customers:
      • if they thought the brand was trustworthy/reliable. This result was scored out of 5 as a percentage. For example, if 80% of customers said they thought a brand was trustworthy/reliable, it received a score of 4 out of 5.
      • how they would rate each personal loan provider on a scale between 1 and 5 and in terms of: Customer service, features and benefits, ease of application as well as fees and interest rate.

    The final scores were calculated as follows:

    AwardWeightings
    Most Loved
  • The average of all metrics scored
    • Most Trusted
  • Whether or not the brand is trustworthy/reliable: 80%
  • All other pillars: 20%
    • Legendary Service
  • "Customer Service": 80%
  • All other pillars: 20%
  • If a brand no longer exists in the market, they were disqualified and excluded from our assessment, meaning that they were ineligible for consideration for any Award (even though responses may have been collected in relation to the relevant brand's product(s) at such time that they were previously available). However, if only the brand's name changed and the products remained the same, the brand was still eligible for consideration for an Award and was assessed by us on the basis of the new brand name.
  • The Finder Customer Satisfaction Awards is an independent awards program and commercial partnerships do not influence the results in any way.

      • Disclaimer: We tried to collect feedback and data from survey participants on as many products and providers in the market as possible. Although we were able to assess an extensive range of products and providers from the survey responses, we can't say that every provider and/or product currently available in the market was considered as part of our review and winner selection process. Some products and/or providers may have been omitted from survey responses and therefore not considered by us for any Customer Satisfaction Award. Survey customers received an incentive arranged by Dynata. Read our Advertiser Disclosure.

      Meet our experts

      Richard Whitten

      Richard Whitten, Editor, Money

      Richard Whitten is a money editor at Finder. He has been covering home loans, property and personal finance for the last 6 years.

      Piyush Pillai

      Piyush Pillai, Insights analyst

      Piyush is an insights analyst at Finder and is responsible for developing the methodology for Finder's Product Awards. He holds an MBA from Macquarie University and a MSc in Banking and Finance from the University of London.

      Past award winners

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