Case Study: New Zealand Home Loans achieves a 7x increase in referrals with AskNicely

How NZHL gained a 7x increase in referrals

New Zealand Home Loans (NZHL) is a 75-location home loan and insurance provider that coaches clients through major financial decisions. Facing a commodified market, NZHL needed to ensure every branch consistently delivered on their brand promise and to turn their happiest customers into reliable referral sources. They partnered with AskNicely to deploy real-time feedback and coaching across locations.

AskNicely implemented location-specific NPS feedback, weekly manager reviews, frontline scorecards with personalized coaching, and an automated referral workflow that routes leads to location managers. As a result, NZHL achieved a 7x increase in annual referrals (worth $530k), a 13-point NPS improvement in bottom-tier locations, increased referrals from bottom and middle tiers, and an 80% close rate on automated referral follow-up.

New Zealand Home Loans

Chris Wong

Head of Customer