Reverse mortgage market leader Heartland Bank Australia (HBAL) has reinforced its position in customer satisfaction, achieving an 85% Customer Satisfaction (CSAT) score and an NPS of +49 in its June Voice of the Customer survey.

The biannual results demonstrated high product satisfaction across its specialist portfolio, with 90% of customers confirming their reverse mortgage met expectations and 78% planning to continue using Heartland’s services.

Any customer facing organisation would consider an NPS approaching +50 and a CSAT in the mid-80s as a strong customer outcome.

Drawing feedback from over 1,000 active reverse mortgage customers, the findings highlight deep customer appreciation for HBAL’s specialist model.

Borrowers consistently pointed to process ease, fast approvals, transparent communication, and empathetic support as the defining features of their experience.

Strong momentum extended into HBAL’s deposit suite, where savings and term deposit customers reported a CSAT of 77% and an NPS of +20.

Chief Commercial Officer at Heartland Bank Australia Medina Cicak said the results reflect the bank’s commitment to effective banking and prioritising customer support.

“These results are a strong endorsement of our specialist model and the deep trust our customers place in us,” said Cicak said.

“Whether we are helping older Australians safely unlock home equity to fund their retirement or providing depositors with competitive, reliable growth, our focus remains on delivering clear products backed by exceptional service.”

“Direct feedback from over 1,000 customers gives us the insights we need to refine our service, elevate our digital tools, and ensure we consistently deliver meaningful outcomes.”

The Voice of the Customer surveys are just one part of a wider Customer Centricity program run by the Customer Strategy & Insights Team to ensure Heartland Bank Australia stays closely connected to customer feedback to continually enhance its products, services, and overall experience.