New research reveals how Australian mortgage brokers are transforming their businesses

Major study of 700+ brokers shows industry scaling through delegation and outsourcing

A comprehensive new study has revealed significant differences in how mortgage brokerages operate based on their size, with large firms nearly twice as likely to delegate loan processing tasks compared to smaller operations.

The 2025 Industry Insights Report, commissioned by NextGen – the technology provider behind the ApplyOnline^® platform – and conducted by Agile Market Intelligence, surveyed over 700 mortgage brokers across Australia.

The research shows 60% of brokers in large businesses (20+ employees) delegate loan application tasks, compared to only 35% in small brokerages, highlighting how operational strategies evolve as businesses scale.

Key findings include:

• Only 18% have adopted Open Banking features despite availability, with 61% unaware they existed
• 94% of brokers use ApplyOnline monthly, with high satisfaction rates
• 26% of brokerages are delegating loan processing tasks, with 46% of these utilising outsourcing to third party providers to scale efficiently
• 84% of brokers trust NextGen’s digital tools, rising to 92% among larger businesses
• Those using Open Banking report faster data access, better security, and improved workflows

“This research confirms brokers are becoming more strategic about operations,” said Renee Blethyn, Head of Broker Partnerships at NextGen. “The most successful brokerages recognise the value of delegation and technology adoption. By outsourcing routine processing, brokers can focus on expert advice and client relationships”.

The study reveals that as brokerages grow, they increasingly invest in support systems and delegation strategies that free up senior brokers to focus on client outcomes. This shift reflects a maturing industry where specialisation and operational efficiency drive competitive advantage.

Despite high platform satisfaction – 70% of ApplyOnline users satisfied or extremely satisfied – the research identified opportunities for improvement, particularly in specific ApplyOnline quality tool adoption and training uptake across all business sizes.

The findings have triggered immediate action from NextGen, including enhanced workflows and expanded training initiatives based on 1,778 pieces of qualitative feedback received.

The full 2025 Industry Insights Report is available for download at www.nextgen.net/industry-insights-report-2025.