Case Study: ANZ Bank achieves higher home loan conversions with ResponseTek

How Pushing Customer Feedback to the Frontline Improved Home Loan Conversions for ANZ

ANZ Bank’s home loans team was facing declining sales, lower customer satisfaction, and weak NPS as applicants dropped out during a stressful and impersonal loan application process. Using the ResponseTek Listening Platform, ANZ needed a better way to capture feedback at key moments and understand why customers were abandoning applications.

ResponseTek helped ANZ collect feedback throughout the loan journey via SMS and email surveys, then automatically routed issues to Lenders for same-day follow-up. This frontline action improved service and transparency, lifted customer experience scores by 15%, increased survey response rates to as high as 48%, and drove an 8% increase in loan conversions.

ANZ Bank

Penny Stephens

Senior Manager, Customer Experience