Independent service quality survey results

Personal current accounts

Published August 2019

As part of a regulatory requirement, an independent survey was conducted to ask approximately 860 customers of each of the 16 largest personal current account providers if they would recommend their provider to friends and family. The results represent the view of customers who took part in the survey.

Overall service quality

We asked customers how likely they would be to recommend their personal current account provider to friends and family.

Ranking

Rank 1, Metro Bank 82%Rank 1, first direct 82%Rank 3, Nationwide 74%Rank 4, Barclays 66%Rank 5, Lloyds Bank 64%Rank 11, Halifax 58%

Online and mobile banking services

We asked customers how likely they would be to recommend their provider’s online and mobile banking services to friends and family.

Ranking

Rank 1, Barclays 86%Rank 2, first direct 85%Rank 3, Metro Bank 83%Rank 4, Nationwide 80%Rank 5, Bank of Scotland 79%Rank 5, Halifax 79%

Overdraft services

We asked customers how likely they would be to recommend their provider’s overdraft services to friends and family.

Ranking

Rank 1, first direct 77%Rank 2, Metro Bank 67%Rank 3, Barclays 65%Rank 3, HSBC UK 65%Rank 3, Santander 65%Rank 7, Halifax 61%

Services in branches

We asked customers how likely they would be to recommend their provider’s branch services to friends and family.

Ranking

Rank 1, Metro Bank 85%Rank 2, Nationwide 79%Rank 3, Lloyds Bank 73%Rank 3, Barclays 73%Rank 5, Santander 72%Rank 9, Halifax 67%