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Evidence · Home lending

The questions and original answers

Explore every question and captured response in the home-lending study, including answers asked nationally and from four cities.

questions
193
captured answers
1,094
AI platforms
4
collected
11 October 2026

01

Every question, with its answers

Each question was written as a voter would ask it and went to all four assistants. Some were also asked from a town. Open a question to read every answer to it in full.

Showing 20 of 193 questions

Show all 193

02

The tables behind the study

Every figure on the study page comes from these tables. They are CSV files, which open in any spreadsheet.

  • Question catalogue

    questions.csv

    One row per question.

    Question ID, borrower, exact question, group and collected answers

    193rows

    Download question catalogue (CSV)

  • Answers

    answers.csv

    One row per answer, with its full text.

    Answer ID, question ID, borrower, assistant, city, words, coded recommendations, showed a link and full text

    1,094rows

    Download answers (CSV)

  • Sources by answer

    sources.csv

    One row for each website recorded as a source of an answer.

    Answer ID, question ID, assistant, city, website and publisher type

    4,574rows

    Download sources by answer (CSV)

  • Checks against official sources

    checks.csv

    One row per statement checked.

    Check, answer ID, assistant, what the answer said, verdict, what the source says, source and date

    4rows

    Download checks against official sources (CSV)

  • Recommendation coding

    recommendation-coding.csv

    One row per coded national loan-choice or support answer.

    Answer ID, question ID, borrower, assistant, question group, recommended lenders and supporting passages

    360rows

    Download recommendation coding (CSV)

  • Platform comparisons

    platform-recommendation-counts.csv

    One row per platform, lender and question group.

    Matched panel, recommended answers, denominator and supporting answer IDs

    105rows

    Download platform comparisons (CSV)

  • City comparisons

    city-recommendation-counts.csv

    One row per city, lender and question group.

    Matched panel, recommended answers, denominator and supporting answer IDs

    112rows

    Download city comparisons (CSV)

Use these tables to trace findings back to the original questions and answers. The full text of each answer is also on this page, under its question.

03

Read in full and checked

Some answers were read in detail or checked against official sources. Those appear on the study page, beside the findings they support.

ChatGPT · National

Which bank has the best mortgage customer service for first-home owners who bought with about a 10% deposit?

For a first-home owner in New Zealand who bought with around a 10% deposit, I’d shortlist SBS Bank and The Co-operative Bank first for customer experience, and compare BNZ for mortgage-specific satisfaction. There isn’t one bank that is demonstrably best at every aspect of mortgage customer service, but the latest independent awards give us a useful starting point.

The important distinction is that you’re looking for a bank that treats you well after you’ve bought your home — answering questions, explaining your options, reviewing your interest rate and helping you build equity — not just one that was willing to approve your loan.

My shortlist

1. SBS Bank

Best first-home-buyer starting point

SBS won Canstar’s 2026 Bank of the Year – First Home Buyers award, which assesses home-loan value, products and support for first-home buyers. First Home Buyers Award 2026

Why consider it: It is my first bank to approach if you value first-home-buyer support alongside mortgage terms.

See SBS's website

2. The Co-operative Bank

Strong historical customer-service results

It scored 77% customer satisfaction in Consumer NZ’s 2025 survey, the highest of the banks surveyed. That survey covered advice, trust, value and service, rather than mortgage customers alone. Smaller banks pack a punch: Consumer's best and worst banks

Why consider it: A particularly good candidate if feeling listened to and getting helpful advice are your priorities. Its 2026 survey results should also be considered before making a decision.

See The Co-operative Bank's website

3. BNZ

Strong mortgage-specific satisfaction result

BNZ won Canstar’s 2025 Most Satisfied Customers – Home Loans award, based on a survey of 1,518 home-loan customers across eight lenders. 2025 Most Satisfied Customers Award

Why consider it: It provides a useful comparison if you care specifically about how mortgage customers feel about their lender, rather than general banking satisfaction.

See BNZ's website

What matters most with a 10% deposit?

With a 10% deposit, your initial loan-to-value ratio (LVR) is around 90%. The Reserve Bank notes that low-deposit borrowers may face a higher interest rate or a low-equity premium until they build sufficient equity. Understanding loan-to-value restrictions - Reserve Bank of New Zealand

I'd compare these four things with each bank:

  • Low-equity costs: Ask how much extra you'll pay and exactly when it can be removed.
  • Personal support: Can you speak to a named mortgage adviser after settlement, or will you mainly use a call centre?
  • Rate reviews: Will they proactively review your rate and discuss your options when your fixed term expires?
  • Flexibility: Can you make extra repayments, split your loan across fixed terms or restructure repayments without unnecessary costs?

One caution: Consumer NZ's May 2026 survey found that no bank qualified for its overall People’s Choice Award. That reinforces why I wouldn't treat any single award as proof that one bank has the best service in every situation. Best and worst banks in NZ for 2026, ranked by customers

My recommendation

Start by comparing SBS Bank and The Co-operative Bank, then get a mortgage-specific quote from BNZ. I would choose based on the actual support offered and the total mortgage cost, not the advertised rate alone.

One question that would help me narrow this down: Have you already bought your first home and have a mortgage, or are you still choosing a bank before buying? The best choice can be quite different depending on whether you're looking for better ongoing service or arranging the original loan.

Ask anything

ChatGPT can make mistakes. Check important info.

Captured 11 October 2026

Gemini · National

Which bank has the best mortgage customer service for first-home owners who bought with about a 10% deposit?

When evaluating which New Zealand bank offers the best mortgage customer service for a first-home buyer with a 10% deposit, customer satisfaction ratings (such as those from Consumer NZ and Canstar) point consistently toward The Co-operative Bank and Kiwibank, though major institutions like ANZ and ASB also scale up support specifically for low-deposit borrowers.

Because a 10% deposit means a Loan-to-Value Ratio (LVR) of 90%, banks typically apply a Low Equity Margin (LEM) or capitalization fee, making service quality, guidance, and transparent communication critical.

Top Bank Options for 10% Deposit Customer Service

  • The Co-operative Bank
    • Customer Service Reputation: Regularly scores high in independent customer satisfaction metrics (like Canstar awards) due to its customer-owned model.
    • First-Home Edge: They feature a dedicated first-home buyer hub and specialized home loan teams accustomed to walking lower-deposit buyers through the nuances of KiwiSaver withdrawals and structuring.
  • Kiwibank
    • Customer Service Reputation: As a state-owned bank, Kiwibank positions itself heavily around local community support and first-home buyer education.
    • First-Home Edge: They are very active in the low-deposit space, offering structured guidance for 10% (and even 5% First Home Loans) with transparent breakdowns of how a 90% LVR impacts your rates and fees.
  • ANZ and ASB (Major Banks)
    • Customer Service Reputation: While major banks often face broader criticisms regarding overall banking value, their dedicated Mobile Mortgage Managers and first-home coach networks are structurally robust.
    • First-Home Edge: ANZ offers targeted incentives for first-home buyers (such as cash contributions on minimum loan amounts) alongside structured "Home Loan Check-Ins" which can be helpful if you need hand-holding through a tight 10% deposit approval process.

Important Considerations for a 10% Deposit

  1. Low Equity Margins (LEM) / Surcharges: Most major banks add a margin (an extra percentage added to your interest rate) when your deposit is under 20%. Ask potential customer service reps to explicitly quote the LEM impact.
  2. Service vs. Rates: While a smaller bank like The Co-operative Bank or Kiwibank often wins praise for supportive, less bureaucratic customer service, it is always worth cross-shopping rates, as a slightly lower interest rate over a 30-year term can outweigh upfront service perks.

Are you leaning toward a mainstream major bank or a smaller local/co-operative institution for your application?

Ask Gemini

Gemini is AI and can make mistakes.

Captured 11 October 2026

Google AI Mode · National

Which bank has the best mortgage customer service for first-home owners who bought with about a 10% deposit?

When looking at mortgage customer service for first-home buyers with roughly a 10% deposit (a 90% LVR or High-LVR loan), no single major bank holds a permanent crown for "best," as customer experience often depends heavily on the individual mobile mortgage manager you work with. However, industry awards and consumer satisfaction trackers highlight a few standout performers:

  • SBS Bank is widely recognized for dedicated first-home buyer support and won Canstar's Bank of the Year First Home Buyers Award, frequently tailoring criteria and special rates for 10% deposit buyers.

  • The Co-operative Bank and TSB consistently score the highest in independent customer satisfaction and consumer sentiment surveys (such as Consumer NZ and Canstar metrics) compared to the major Australian-owned banks. They tend to offer more personalized, relationship-based support for retail and mortgage customers.

  • The Major Banks (BNZ, Westpac, ASB, and Kiwibank) handle the vast majority of 10% deposit lending—often utilizing specialized first-home buyer packages, cashback incentives, or Welcome Home/Kāinga Ora schemes. BNZ and Kiwibank frequently receive positive nods for their digital app interfaces and structured mobile manager support, though policies and appetite for low-deposit lending can shift rapidly depending on credit policy and RBNZ speed limits.

Because low-deposit lending involves strict internal bank policies (such as income-to-debt ratios and low-equity margins/premiums), many first-home buyers choose to use a mortgage broker rather than going direct to a single bank. Brokers can negotiate across multiple lenders simultaneously at zero direct cost to the borrower.

If you'd like, tell me:

  • Are you looking to buy an existing home or a new build?
  • Do you prefer dealing with a local branch/mobile manager or using a free mortgage broker?

I can help outline what specific documentation and low-equity costs you should prepare for.

Ask anything

Captured 11 October 2026