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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

If I switch mortgages again, which bank has the best customer service, not just the best rate?

If you’re switching mortgages in New Zealand, I’d look for the bank that makes your life easiest over the next few years, not just the one offering the sharpest interest rate.

My priority would be service quality, how easy it is to deal with the bank when something changes, and whether you can get a helpful human when you need one. A slightly lower rate isn't necessarily worth it if every request becomes a battle.

For a mortgage, good customer service means:

  • A responsive mortgage adviser or lending team: Someone who answers questions, follows up, and takes ownership of your application.
  • Flexibility when life changes: Straightforward conversations about fixing, refixing, changing repayments, or restructuring your loan.
  • Good problem resolution: If something goes wrong, you can reach someone empowered to fix it.
  • Easy day-to-day banking: A reliable app, clear loan information, and simple repayment management.
  • Consistent service after you sign: You're not forgotten as soon as the bank has won your business.

The last point matters particularly when switching. The service you receive from a mortgage adviser during the application can be very different from the service you receive from the bank's ongoing customer support team.

My top picks for mortgage customer service in New Zealand

Based on the latest 2026 research I found, I'd start with BNZ and The Co-operative Bank, then compare Kiwibank and ASB.

1. BNZ — my first choice to investigate for a mortgage

Best evidence of strong mortgage-specific customer satisfaction.

BNZ won both of Canstar's 2026 home-loan awards:

  • Bank of the Year – Home Loans, based on the combination of mortgage value and customer satisfaction.
  • Most Satisfied Customers – Home Loans, based on feedback from 1,383 New Zealand mortgage holders.

BNZ scored strongly across customer service, communication, loan flexibility, application and settlement, and value for money. Canstar also highlighted its straightforward mortgage application process and extra repayment options. canstar.co.nz

Why I'd consider it: You're looking for a bank that treats you well as a mortgage customer, not simply one that offers an attractive rate.

What I'd check: How easy it is to get help after settlement, particularly when you want to change repayments, restructure your lending or negotiate a new fixed rate.

Website: BNZ Home Loans

2. The Co-operative Bank — worth considering if service is your priority

Best evidence of strong overall banking customer satisfaction.

The Co-operative Bank won Canstar's 2025 Most Satisfied Customers Banking Award for the fifth time in seven years. It also topped Consumer NZ's 2025 banking satisfaction survey, with a 77% customer satisfaction score. canstar.co.nz, consumer.org.nz

However, there's an important distinction: these results cover banking customers generally, rather than exclusively mortgage holders.

I'd put it on your shortlist if you value being treated fairly and having a good overall relationship with your bank. I'd also check its mortgage offering against your particular lending needs.

Website: The Co-operative Bank

3. Kiwibank — another strong contender

Kiwibank came second to BNZ in Canstar's ranking of mortgage lenders for its 2026 customer satisfaction award. ASB, ANZ and Westpac followed. canstar.co.nz

I'd include Kiwibank if you want to compare another major mortgage provider with positive mortgage customer satisfaction results.

Website: Kiwibank Home Loans

4. ASB — worth comparing for the overall lending experience

ASB received recognition in Canstar's 2026 home-loan awards for its customer self-service and support, mortgage discharge process, and application process. It also performed well in the research underpinning its mortgage product awards. canstar.co.nz

I'd consider ASB if you value a streamlined application and straightforward processes, alongside competitive lending terms.

Website: ASB Home Loans

How I'd rank them for your situation

Bank Strongest reason to consider it My assessment
BNZ Highest-rated mortgage customer satisfaction in Canstar's 2026 awards First bank I'd approach
The Co-operative Bank Strong track record for overall customer satisfaction Worth investigating for service-focused banking
Kiwibank Second in Canstar's 2026 mortgage satisfaction ranking Strong alternative
ASB Recognition for application processes, support and mortgage servicing Worth comparing

This isn't a definitive ranking of every bank's customer service. It's a shortlist based on the available independent research, and the quality of your individual experience can depend heavily on the team handling your lending.

One thing I'd do before switching

I'd ask each bank the same questions before deciding:

  1. Will I have a dedicated mortgage adviser or relationship manager, or will I need to contact a general call centre?
  2. If I need to restructure my mortgage, how quickly can I speak to someone who can make a decision?
  3. How easy is it to change repayment amounts or make additional repayments?
  4. What happens when my fixed rate expires? Will someone proactively contact me to discuss my options?
  5. If I have a problem, who takes responsibility for resolving it?

I'd also ask your current bank to improve its offer. You may be able to negotiate a better rate or cashback without going through the hassle of switching.

Let me narrow this down for you

There's one detail that would help me give you a much more useful recommendation.

Which bank is your mortgage with now?

If you tell me, I can compare your current bank against the alternatives, focusing on customer service, flexibility, and how good they are to deal with over the long term—not just interest rates.

Ask anything

ChatGPT can make mistakes. Check important info.

Captured 11 October 2026

Gemini · National

If I switch mortgages again, which bank has the best customer service, not just the best rate?

When looking beyond interest rates to focus specifically on customer service and borrower satisfaction for home loans in New Zealand, different independent consumer awards and industry trackers point to distinct leaders.

Major institutional performance metrics, such as Canstar's Home Loan Awards and Consumer NZ tracking, highlight specific banks that excel in borrower experience, application support, and flexibility.

Top Banks for Mortgage Customer Service

Bank / Lender Service & Satisfaction Standing Key Strengths for Borrowers
BNZ (Bank of New Zealand) Winner of Canstar’s Most Satisfied Customers Home Loans Award & Bank of the Year – Home Loans Scored exceptionally well across customer service, loan flexibility, application settlement ease, and transparent fee structures.
The Co-operative Bank Consistently tops Consumer NZ independent customer satisfaction surveys As a customer-owned mutual bank, it prioritizes relationship-driven service, high overall consumer trust, and strong ratings across residential floating options.
SBS Bank / TSB High regional and relationship-banking satisfaction scores Known for dedicated mobile mortgage managers who offer more personalized, less corporate-feeling turnaround times and hands-on guidance.

What Drives Mortgage Customer Satisfaction?

According to borrower feedback aggregated across the New Zealand market, true mortgage service quality usually hinges on a few non-rate factors:

  1. Dedicated Mobile Mortgage Managers: Having a single, responsive point of contact who handles your restructuring, top-ups, or fix-term renewals makes a massive difference compared to being routed through a general call center.
  2. Platform & Offset Usability: Features like BNZ's TotalMoney (allowing multiple offset accounts without extra fees) or seamless digital banking tools reduce administrative friction when managing repayments.
  3. Internal Retention Support: Major banks often chase new business with sharp advertised rates while neglecting existing borrowers. Lenders with superior customer service tend to offer more competitive "refix" rates or streamlined re-lending processes for loyal customers without forcing a painful full refinancing process to another institution.

Next Steps

If you want to dive deeper into how switching lenders impacts your setup costs, consider these options:

Ask Gemini

Gemini is AI and can make mistakes.

Captured 11 October 2026

Google AI Mode · National

If I switch mortgages again, which bank has the best customer service, not just the best rate?

When looking at customer service and satisfaction rather than just headline interest rates, recent independent data paints a fascinating picture of the New Zealand banking landscape.

According to Consumer NZ's 2026 Banking Survey, customer satisfaction across the entire sector hit a notable roadblock: for the first time in 10 years, not a single New Zealand bank met the threshold to receive Consumer's People's Choice Award. Rising concerns over corporate profits, fee structures, interest rate value, and how banks handle problems caused widespread customer frustration across major and minor lenders alike.

However, relative performance still highlights which institutions tend to perform better or worse when it comes to keeping clients content:

  • The Smaller & Customer-Owned Banks (The Co-operative Bank, TSB): Historically and relatively speaking, customer-owned or smaller cooperative institutions like The Co-operative Bank and TSB consistently rank higher in customer sentiment and satisfaction scores than the major retail giants. They typically score better on personalized communication and problem response, even though they weren't immune to the broader sector dissatisfaction recorded in 2026. [Consumer NZ]

  • The Major Banks (ASB, BNZ, Kiwibank, Westpac, ANZ): Among the big players, customer satisfaction tends to track tightly together, though major institutions like ANZ have frequently found themselves trailing at the lower end of independent consumer satisfaction rankings. While major banks offer sophisticated mobile apps and slick digital mortgage-managing tools, human-centric service (like getting a dedicated, responsive mobile mortgage manager or fast dispute resolution) can vary heavily depending on your specific branch or relationship manager.

Key Things to Weigh Beyond the Rate:

  • Dedicated Mobile Mortgage Managers: At a service level, the quality of your mortgage experience often depends less on the brand name on the building and more on the individual mobile mortgage manager assigned to you. Smaller banks offer tight-knit local service, but major banks often have deep resources if you need complex structuring (e.g., revolving credit, trust ownership, or investment portfolios).

  • App & Self-Service Quality: If "service" to you means not having to talk to anyone to split payments, adjust fixed tranches, or offset balances, the major domestic players (like ASB and BNZ) generally score high on digital functionality.

  • The Switching Process: Keep in mind that unlike everyday transactional or savings accounts, moving a mortgage or fixed-term loan between providers involves formal application, property valuation, legal paperwork, and potential break fees if you exit a fixed term early. [Consumer NZ]

If you'd like to narrow this down, tell me:

  • Are you currently fixed or floating with your existing bank?
  • Do you prefer dealing with a local branch/person or managing everything digitally?

I can help you weigh whether the service trade-off is worth the friction of moving.

Ask anything

Captured 11 October 2026