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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 switched my mortgage for a better rate and some cash, but my new bank has been hard to deal with. Next time I'd rather be with a bank that's good to deal with. Which ones have a good reputation for mortgage service?

If your priority next time is a bank that is pleasant and reliable to deal with, rather than just the lowest mortgage rate, I’d look closely at customer satisfaction and mortgage-specific service. In New Zealand, the banks that tend to stand out are:

Bank Why it may suit someone prioritising service
The Co-operative Bank Frequently scores very highly for overall customer satisfaction. Consumer NZ’s 2025 survey placed it first overall, and Canstar also named it a most satisfied customers banking award winner. Consumer NZ
BNZ Has a strong reputation among home-loan customers; Canstar’s 2025 home loan satisfaction award winner was BNZ. Canstar
TSB Bank Often rates well for customer service and satisfaction compared with larger banks. Canstar’s banking satisfaction research ranked TSB highly among assessed providers. Canstar
Kiwibank A locally focused option that some customers value for accessibility and New Zealand ownership. It generally performs reasonably in satisfaction comparisons. Canstar
ASB Bank A large bank with good digital tools and established mortgage processes; service experiences can vary by branch/team. Canstar

A few things matter a lot when choosing a mortgage provider, because the “good service” experience usually shows up after settlement, not just during the sales process:

  • Who will actually handle your requests? Ask whether you’ll have a dedicated lending contact or go through a general call centre.
  • How easy is it to make changes? Check the process for refixing, increasing lending, changing repayment amounts, or getting approvals.
  • How responsive are they when something goes wrong? Communication problems are a recurring source of banking complaints, including around lending. Banking Ombudsman
  • Don’t overvalue the cashback. A few thousand dollars upfront can be outweighed by years of frustrating service if you need help later.

One practical approach: when your next refix or refinance comes up, get quotes from:

  1. one large bank (for pricing and systems),
  2. one customer-service-focused bank (such as Co-operative Bank or TSB),
  3. a mortgage adviser who can compare lenders.

The cheapest rate and the easiest bank to deal with are not always the same. Consumer NZ

If you tell me what specifically has been hard with your current bank (slow approvals, poor communication, app issues, branch service, errors, etc.), I can narrow down which NZ banks are likely to fit your priorities.

Ask anything

ChatGPT can make mistakes. Check important info.

Captured 11 October 2026

Gemini · National

I switched my mortgage for a better rate and some cash, but my new bank has been hard to deal with. Next time I'd rather be with a bank that's good to deal with. Which ones have a good reputation for mortgage service?

It is frustrating when cashbacks or low rates come at the cost of poor communication, bureaucratic delays, or an impersonal experience. In New Zealand’s banking market, customer satisfaction tends to heavily favor smaller, customer-owned, or homegrown institutions rather than the major dominant players.

Independent consumer research and industry awards (such as Consumer NZ, Canstar, and Roy Morgan) consistently highlight specific banks that outperform the rest for overall customer care, communication, and ease of dealing:

1. The Co-operative Bank

  • The Reputation: Frequently tops or ranks near the very top of Consumer NZ’s banking satisfaction surveys and Roy Morgan customer satisfaction awards.
  • Why customers rate them: Because they are structured as a co-operative (owned by their customers), their service model heavily emphasizes human-centered support, transparent communication, and efficient handling of queries and complaints, rather than rigid corporate red tape.

2. TSB

  • The Reputation: Routinely wins major accolades for customer satisfaction, including Canstar’s Most Satisfied Customers Banking Award.
  • Why customers rate them: As a homegrown New Zealand bank with a more localized operational footprint, TSB historically scores very well in areas like day-to-day communication, staff helpfulness, and making customers feel valued rather than treated like an account number.

3. BNZ (Among the Major Banks)

  • The Reputation: While the major five Aussie-owned or large banks (ANZ, ASB, BNZ, Westpac, Kiwibank) often cluster lower in broad customer satisfaction ratings compared to co-operatives, BNZ frequently fares better in specific home loan satisfaction categories (such as Canstar's Home Loans Provider Award).
  • Why customers rate them: If you prefer the robust digital tools and branch access of a major bank but want a smoother mortgage processing experience, BNZ generally receives fewer service complaints regarding loan management than some of its major peers.

What to Look Out for Next Time

If you decide to switch back or refinance down the track to escape poor service, keep these strategies in mind:

  • Weigh the Cashback vs. Time Cost: Cashbacks are nice, but if a bank saves a couple of thousand dollars upfront while costing you dozens of hours of stressful phone calls and administrative friction, the net mental toll is rarely worth it.
  • Ask About Dedicated Mobile Mortgage Managers: Smaller and mid-tier banks often assign a single, local mobile mortgage manager to your account who handles everything directly, meaning you have a direct mobile number and email instead of a generic call centre queue.

Are you looking to stick it out with your current lender until your fixed term expires, or are you hoping to explore your options to break your mortgage early?

Ask Gemini

Gemini is AI and can make mistakes.

Captured 11 October 2026

Google AI Mode · National

I switched my mortgage for a better rate and some cash, but my new bank has been hard to deal with. Next time I'd rather be with a bank that's good to deal with. Which ones have a good reputation for mortgage service?

It is completely understandable to feel frustrated. Chasing a lower rate or cashback bonus can easily turn into a headache if your new lender has clunky systems, poor communication, or a slow and bureaucratic support team.

In New Zealand's banking sector, customer satisfaction and service reputations vary noticeably between the major corporate banks and smaller or customer-owned institutions. Independent data from Consumer NZ and Roy Morgan Customer Satisfaction Awards highlight where different banks stand:

  • The Co-operative Bank: Consistently ranks at or near the top for customer satisfaction in New Zealand. As a customer-owned co-operative, it routinely scores well for everyday service, communication, and problem resolution compared to the major retail banking giants.

  • TSB: Historically performs strongly in customer sentiment and local service metrics, maintaining a reputation for a more traditional, community-focused banking experience, though it has faced broader industry headwinds.

  • Kiwibank : As a locally owned state-owned enterprise, it generally scores decently on national pride and accessibility, though recent broader consumer metrics show it sits closer to industry averages for trust and responsiveness.

  • The Major Australian-Owned Banks (ANZ, ASB, BNZ, Westpac): These four command the largest market share and are often aggressive with cashback offers and competitive interest rates. However, customer satisfaction surveys frequently note that they can feel transactional, highly bureaucratic, and rigid when dealing with complex service requests or mortgage adjustments. Westpac, for instance, frequently scores lower in independent satisfaction and responsible lending feedback.

When you are ready to shop around again, looking beyond just the headline interest rate or cash incentive to include independent customer service rankings can save you a lot of stress. You can review detailed breakdowns of how different institutions perform through the Consumer NZ Banking Survey. Best and worst banks in NZ for 2026, ranked by customers

If you'd like, I can share:

  • Tips on how to factor service reputation into your next mortgage negotiation
  • What to check regarding cashback clawback clauses if you decide to leave your current bank early

Let me know how you'd like to proceed.

Ask anything

Captured 11 October 2026

AI Overviews · National

I switched my mortgage for a better rate and some cash, but my new bank has been hard to deal with. Next time I'd rather be with a bank that's good to deal with. Which ones have a good reputation for mortgage service?

AI Overview

When looking for a New Zealand bank that treats mortgage customers well, independent consumer data highlights The Co-operative Bank for overall customer service, while Bank of New Zealand (BNZ) leads the major lenders specifically for home loans.

Independent banking satisfaction surveys from Consumer NZ and finance aggregator Canstar NZ provide a clear picture of which banks currently hold the best reputations for service.

🏆 Top Providers for Service & Mortgages

1. The Co-operative Bank (Best for Customer Service)

If your primary goal is to avoid stressful, difficult customer service, this customer-owned bank consistently ranks at the top.

  • The Reputation: In independent data, Consumer NZ has frequently singled them out as the top performer for customer service. They score exceptionally well for advice, communication, and overall customer satisfaction.

  • The Catch: As a smaller bank, they may not always match the ultra-aggressive cashback incentives or complex multi-property structures offered by the Big Four Australian-owned banks.

2. BNZ (Best Overall for Home Loans)

If you want to stay with a major lender but want the smoothest mortgage-specific experience, BNZ is currently leading the pack.

  • The Reputation: BNZ was awarded Canstar's Bank of the Year - Home Loans and won the Most Satisfied Customers Home Loans Award.

  • Why it scored well: Mortgage holders gave them top marks for the ease of their application process, flexibility, and robust mortgage structures (like their TotalMoney 100% offset product).

3. SBS Bank & TSB Bank (Strong Contenders)

Like The Co-operative Bank, these smaller, locally-focused options heavily focus on keeping customers happy.

  • SBS Bank is highly rated by mortgage holders, winning the Canstar Bank of the Year First Home Buyers Award multiple times for its dedicated packages and hands-on service.

  • TSB Bank frequently secures five-star customer service ratings from its members via Canstar surveys.

⚠️ Banks with Recent Service Headwinds

If service is your priority, you may want to proceed with caution regarding the other major Australian-owned lenders:

  • Westpac: In recent consumer data, Westpac placed at the bottom of customer satisfaction tables, scoring lower on timely responses, value for money, and overall consumer satisfaction.

  • ANZ: Despite holding the largest mortgage market share in New Zealand, ANZ frequently ranks lower in independent satisfaction surveys regarding advice, value for money, and customer care.

💡 A Tip for Your Next Switch: Use a Mortgage Broker

If you want to avoid dealing with difficult bank systems altogether, consider using a registered Mortgage Broker next time. A broker acts as an intermediary—they handle the paperwork, chase the bank for updates, and negotiate the interest rates and cashbacks on your behalf. Best of all, their services are typically free to you as the borrower because the bank pays them a commission.

Before you plan your next move, are you currently tied into a fixed-term period , or are you planning to wait out a cashback clawback period before you switch again?

Ask anything

Captured 11 October 2026