What Award-Winning Customer Service Looks Like in the Mortgage Industry

It is a fact that over 74% of residential home loans are written by a broker. Why? We know it’s about the customer service! Customer service is not a buzz word – it’s the foundation of trust, loyalty, and long-term client relationships. At Go Mortgage, we’re proud to have been recognised for our dedication to exceptional 5-star service, taking out the Better Business Customer Service Award 2025, becoming a finalist in the MFAA Business Customer Service Award announced later in 2025, and reaching over 400 five-star Google reviews. And we want to keep this award-winning recognition going.

But what does award-winning customer service actually look like in the mortgage industry? We’ve broken it down into five, 5-star steps.

1 – Proactive Communication, Every Step of the Way

Whether you’re a first-time buyer or a seasoned investor, no one likes being left in the dark during one of the biggest financial decisions of their life. At Go Mortgage, we keep our clients informed from pre-approval to settlement and beyond.

Timely updates, clear explanations, and a personal point of contact ensure every client feels supported and understood.

2- Personalised Advice, Not a One-Size-Fits-All Approach

We don’t do cookie-cutter loans. Our team takes the time to understand each client’s goals, circumstances, and future plans to tailor the right finance solution. Whether it’s your first home, refinancing, having an SMSF strategy, or building your investment portfolio, we customise your loan journey to suit you.

3- Speed and Efficiency Without Cutting Corners

We know time is of the essence, especially in competitive markets. Our tech-driven processes, paired with experienced brokers, allow us to deliver fast, accurate service without compromising on quality or care.

4- Support Long After Settlement

Customer service doesn’t stop once your loan is approved. We continue to support our clients with reviews, refinancing advice, and market insights to ensure their mortgage always works in their favour. You are part of the Go Mortgage family.

Our ongoing communication and annual reviews are a key reason why so many of our clients return and refer their friends and family.

5- A Culture That Prioritises People

Behind the scenes, our culture is what drives our service. Our team is empowered to go the extra mile, and we genuinely care about making a difference in people’s lives. This is reflected in every email, phone call, and loan settlement.

The Results Speak for Themselves

Winner: Better Business Awards – Customer Service 2025
Finalist: MFAA Excellence Awards – Business Customer Service 2025
️400+ Five-Star Google Reviews and Counting

Looking for Award-Winning Mortgage Support?

If you’re ready to experience the kind of customer service that wins awards and earns rave reviews, get in touch with the team at Go Mortgage. We’re here to help you make confident, informed decisions every step of the way.

Contact us today and let’s get started.

What Our Clients Have to Say About Us

Our clients’ satisfaction is the true measure of our success. Here are some of their experiences:

• First Home Buyer Success:
  ‘The Go Mortgage team were amazing with helping us buy our dream first home. Every hoop and step was sorted quickly, and their communication was excellent.’
• Exceptional Service:
  Superb! Dedicated, quick and all over it. Xavier and his team were excellent from start to finish. Every time I picked up the phone I spoke to someone who was all over the details for my application. Super quick processing time. Really friendly and helpful staff who were able to answer any questions I had. From Elyssa H
• Professional and Personal Experience:
  ‘Again, a professional and personal experience that we could not thank Xavier and his Team at Go Mortgage enough for in his guidance with our…’

Call 1300 855 244 or book your free consultation with one of our experienced brokers today.

Your journey to homeownership starts with the right mortgage broker for your mortgage needs.