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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

I have a home loan and another lender has offered me a lower rate and a cash contribution to switch. What matters most to me is getting good help and advice when I need it. Which lenders would you recommend for my home loan, and why?

If good help and advice matter more to you than simply getting the lowest mortgage rate, I’d focus on the quality of the lender’s ongoing service, access to a knowledgeable mortgage specialist, and how well they help you make decisions when your circumstances change.

In New Zealand, switching lenders can be worthwhile, particularly when you’re offered a lower interest rate and a cash contribution. But I wouldn’t choose a lender on those incentives alone. You want someone who can help you decide when to fix, how long to fix for, whether to split your loan, and what to do if your income or financial goals change.

My recommended lenders in New Zealand

Based on the latest 2026 customer-satisfaction and mortgage-industry research, I’d start by comparing these lenders. They offer different strengths, so the best fit depends on whether you want a dedicated person to guide you or prefer to deal directly with your bank. Home Loans Star Ratings and Awards New ZealandANZ and non-banks fare well in mortgage broker survey

1. BNZ

Strongest starting point

Why I’d consider it: BNZ won Canstar's 2026 awards for both Home Loans Bank of the Year and Most Satisfied Customers Home Loans. Its customers rated it particularly well for interest rates, fees and charges, and loan flexibility. Home Loans Star Ratings and Awards New ZealandBank of the Year Home Loans 2026

What to investigate: Whether you can access a named home-loan specialist who will proactively review your lending, rather than relying on a general call centre.

Best fit: Someone who wants a strong overall mortgage offering and positive customer feedback.

2. ANZ

Why I’d consider it: ANZ ranked first among the major banks in a 2026 mortgage-adviser survey measuring lender performance across factors such as helpful credit-assessment staff, turnaround times, pricing and post-settlement client support. ANZ and non-banks fare well in mortgage broker survey

What to investigate: How accessible your ongoing contact will be after settlement, and whether you can speak to the same person when reviewing your mortgage.

Best fit: Someone who values responsive lending support, particularly when their mortgage needs are more complicated.

3. Kiwibank

Why I’d consider it: Kiwibank was among the five major banks assessed in Canstar's 2026 home-loan customer-satisfaction research and placed third among the major banks in the 2026 mortgage-adviser survey. Home Loans Star Ratings and Awards New ZealandANZ and non-banks fare well in mortgage broker survey

What to investigate: Whether its local support options, mortgage specialists and review process match your expectations. The overall rankings don't establish how helpful your particular contact will be.

Best fit: Someone who wants another established lender to compare against BNZ and ANZ before switching.

4. ASB

Why I’d consider it: ASB received Canstar's 2026 Outstanding Value awards for residential fixed home loans and was noted for its support, application process and discharge process. It ranked second among major banks in the mortgage-adviser survey. Home Loans Star Ratings and Awards New ZealandANZ and non-banks fare well in mortgage broker survey

What to investigate: The quality of ongoing personal advice, not just how smoothly the loan is set up.

Best fit: Someone who wants to weigh loan flexibility and product features alongside the quality of service.

These are a shortlist, not a guarantee of personal service. The rankings measure different things: Canstar surveys borrowers about their experience, while the mortgage-adviser survey assesses how lenders perform when advisers work with them.

An option I would seriously consider: a good mortgage adviser

If your priority is getting good help and advice whenever you need it, I would also interview an independent mortgage adviser who works with several lenders.

A good adviser can compare competing offers, explain the trade-offs, help structure your fixed and floating portions, and assist when it is time to refix or refinance. You may also have a continuing relationship with the adviser rather than having to navigate different bank teams.

The Financial Markets Authority recommends asking advisers which lenders they cover, how they are paid, why they recommend a particular loan, and what fees or commission clawbacks might apply. Mortgage adviceMortgage advisers: What you need to know

One important distinction: an adviser can help you choose and manage the decision, but the lender still controls its own loan servicing and support.

How I would decide whether switching is worthwhile

Before accepting the lower rate and cash contribution, compare these four things:

What matters What I would check
Personal support Can you contact a named mortgage specialist directly?
Quality of advice Will they explain the pros and cons of different loan structures and fixing periods?
Ongoing service Will someone proactively contact you before your fixed rate expires?
Total financial benefit What will you save after break fees, legal costs and any cash contribution clawback conditions?

The last point matters because cash contributions may have to be repaid if you leave the new lender within a specified period. Breaking an existing fixed-rate loan may also incur an early repayment charge. Check the actual terms in writing. Early repayment chargesMortgages and home loans

My bottom line

I would start with BNZ and ANZ, then compare Kiwibank and ASB. BNZ has the strongest direct customer-satisfaction evidence in the 2026 home-loan awards, while ANZ performed best among major banks in the mortgage-adviser survey. Neither result guarantees that you'll receive the level of personal advice you want.

One question that would help me narrow this down: Who is your current home-loan lender, and which lender has offered you the lower rate and cash contribution? I can then help you assess whether switching makes sense, with the quality of ongoing support as the main priority.

Ask anything

ChatGPT can make mistakes. Check important info.

Captured 11 October 2026

Gemini · National

I have a home loan and another lender has offered me a lower rate and a cash contribution to switch. What matters most to me is getting good help and advice when I need it. Which lenders would you recommend for my home loan, and why?

When you prioritize getting good help and advice when you need it, choosing a home loan lender in New Zealand becomes about much more than just the headline interest rate or the upfront cash contribution. While cash sweeteners and lower rates are tempting, high-quality ongoing support—whether through a dedicated mobile mortgage manager, responsive local specialists, or flexible digital tools—protects you from future stress when your financial circumstances or fixed terms change.

Evaluating New Zealand lenders through the lens of service quality, advisory support, and borrower satisfaction highlights key distinctions across the market.

How New Zealand Lenders Compare on Advice and Service

Lender Service & Advice Style Customer Satisfaction / Recognition Key Considerations for Switchers
BNZ (Bank of New Zealand) Strong mobile mortgage manager network and localized branch support. Highly rated digital self-service tools. Frequently scores high in independent customer satisfaction metrics (such as Canstar’s Home Loan Awards). Offers competitive retention and switching packages, combining solid digital flexibility with human advisory support.
Kiwibank Locally owned, with mobile specialists and dedicated home loan teams focusing on structured guidance (e.g., via their Refinancing Packages). Generally well-regarded for community and customer orientation, though branch footprints are smaller than the big four. Often aggressive on standard and special rates for switchers, alongside packages that help offset legal transfer costs.
ASB & Westpac Extensive branch networks and robust mobile banking teams. Well-suited for borrowers who prefer face-to-face consultations. Consistently competitive performance across major surveys, strong focus on relationship banking. Good options if you value a physical branch down the street and direct access to a dedicated lending specialist.
The Co-operative Bank Customer-owned model focused heavily on member service and advocacy. Frequently tops independent consumer sentiment surveys (such as Consumer NZ satisfaction rankings). Typically smaller in scale and footprint, but known for putting customer service at the forefront.

Key Factors to Weigh Before You Switch

  1. The True Cost of the "Cash Contribution" (Clawbacks):
    Lenders that offer cash incentives to switch almost always attach a clawback period (typically 3 to 4 years). If you decide to sell, restructure, or switch away before that period ends, you will have to repay a pro-rata portion of that cash. Make sure the cash matches your medium-term plans.
  2. Advisory Access vs. Digital Self-Service:
    Consider how you prefer to handle your money. If you value picking up the phone to talk to a dedicated local manager who knows your history, major banks like BNZ or ASB provide extensive mobile networks. If you prefer seamless app control where you can adjust repayments or manage offset portions instantly, look closely at digital capabilities.
  3. The Leverage of Competing Offers:
    Remember that you hold negotiating power. Before paying solicitor fees or going through the full discharge process to move, take the competing offer to your current lender. Often, retention teams have the discretion to match rates, waive fees, or offer a loyalty cash contribution to keep you, saving you the administrative friction of changing banks.
  4. Hidden Switching Costs:
    Factor in legal discharge/registration fees, potential property valuation costs, and any fixed-rate break costs if you are breaking an existing term early. Some lenders offer refinancing packages that cover legal transfer costs, but you should always run a break-even calculation:
    $$\text{Total Switching Costs} \div \text{Monthly Savings} = \text{Months to Break Even}$$

Alternative Strategy: Using an Independent Mortgage Adviser

If high-quality, objective advice is your top priority, consider bypassing individual bank branch networks and working with an independent mortgage adviser (broker) in New Zealand.

  • The Cost: Advisers are typically free to you as the borrower because they are paid a commission by the lender upon settlement.
  • The Benefit: They sit on your side of the table, shop across multiple major and non-bank lenders simultaneously, negotiate competitive cashback packages and rates on your behalf, and help you structure your loan (such as splitting fixed and floating portions or utilizing offset accounts) to match your long-term goals.
Ask Gemini

Gemini is AI and can make mistakes.

Captured 11 October 2026

Google AI Mode · National

I have a home loan and another lender has offered me a lower rate and a cash contribution to switch. What matters most to me is getting good help and advice when I need it. Which lenders would you recommend for my home loan, and why?

When quality advice, ongoing support, and customer satisfaction matter most to you, choosing a home loan provider involves looking beyond just the headline interest rate and cash back offer.

Independent consumer and industry awards in New Zealand highlight specific lenders known for strong customer backing and service satisfaction:

  • The Co-operative Bank : Consistently ranks at or near the top of independent Consumer NZ sentiment surveys and Canstar home loan satisfaction awards. Because it operates on a co-operative model (owned by its customers), its organizational focus heavily leans into customer service and member value rather than purely chasing external shareholder returns.

  • BNZ (Bank of New Zealand) : Frequently scores very well in specific home loan customer satisfaction rankings, such as taking top spot in Canstar’s most satisfied home loan customers awards. They provide robust digital tools alongside accessible mobile mortgage manager networks.

  • Kiwibank : As a New-Zealand-owned bank, it regularly scores competitively for customer care and community trust compared to the major overseas-owned Australian banks, offering dedicated mobile managers who travel to meet clients.

Things to Weigh Before Switching

  1. The Advice Relationship : A lower rate from a call-centre-heavy or purely digital institution might save money on paper, but if you value direct, nuanced advice when your financial situation changes, a smaller co-operative or a lender with dedicated local mobile mortgage managers might serve you better.
  2. Break Fees and Restructuring Costs : Check if your current lender charges break fees for leaving a fixed rate early.
  3. Clawback Clauses on Cash Contributions : If you take a cash contribution to switch lenders, read the fine print. Most lenders implement a "clawback" period (often 3 to 4 years), meaning if you switch away or sell up within that timeframe, you must repay a pro-rata portion of that cash back.
  4. Using the Offer as Leverage : Before going through the administrative friction of moving your primary banking, security, and home loan to a new institution, you can present the competing offer to your current lender to see if they will match or approximate the rate and cash contribution. This keeps your advisory relationship intact while securing a better deal.

If you'd like, let me know:

  • Whether your current home loan is fixed or floating (and when it matures)
  • Roughly how much remaining balance you have
  • If you prefer dealing with someone in a branch, over the phone, or via a mobile manager

I can help you calculate whether the cash contribution outweighs the switching friction or how best to approach your current bank for a match.

Ask anything

Captured 11 October 2026

AI Overviews · National

I have a home loan and another lender has offered me a lower rate and a cash contribution to switch. What matters most to me is getting good help and advice when I need it. Which lenders would you recommend for my home loan, and why?

AI Overview

If excellent help and advice are your top priorities, you should look beyond just the lowest headline interest rates or the biggest cash incentives.

According to major independent consumer surveys in New Zealand, the smaller, customer-owned banks consistently outperform the "Big Four" on advice, trust, and problem resolution. Meanwhile, among the larger mainstream lenders, one specific bank currently stands out for satisfaction in the mortgage space.

Top Recommendations Based on Help and Advice

Lender Service Highlights & Why We Recommend Them Awards & Recognition
The Co-operative Bank Top overall for customer service and advice. Because they are 100% customer-owned, their profits go back to their users instead of overseas shareholders. They consistently score highest for helpfulness and treating customers fairly. Top performer for customer service in the Consumer NZ Satisfaction Survey.
BNZ Best advice among the major banks. If you prefer a larger institution with a nationwide footprint, BNZ is currently rated highest for guiding mortgage customers smoothly through application, settlement, and ongoing communication. Winner of the Canstar Most Satisfied Customers Home Loans Award.
SBS Bank Superb support and structuring assistance. Like the Co-op, SBS is a member-owned bank that excels at hands-on customer support, particularly when helping you figure out structural loan splits to manage your interest long-term. Winner of the Canstar First Home Buyers Support Award (though they provide this same high service tier to refinancers).

Crucial Things to Consider Before You Switch

While a lower rate and a shiny cash contribution are tempting, remember to factor in these service and financial variables:

  • The Cash Contribution Trap: Almost all cash-back offers come with a clawback period (typically 3 to 4 years). If you change your mind because their service or advice is poor and you decide to move lenders again within that window, you will have to pay that cash back proportionally.

  • A Mortgage Broker Might Be Best: If you truly want objective, ongoing advice, consider using an independent mortgage broker rather than dealing directly with a bank's internal staff. A broker works for you, evaluates multiple lenders to find the structure that suits your life, and acts as your personal adviser through the life of the loan.

To give you the most accurate comparison, do you know the clawback period on your current mortgage? If you'd like, you can share the size of your loan or the lender offering the cash deal , and I can help you weigh up if it's truly worth the move.

Ask anything

Captured 11 October 2026