Independent service quality survey results

Personal current accounts

Published August 2021

As part of a regulatory requirement, an independent survey was conducted to ask approximately 500 customers of each of the 10 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

 

Overall service quality - 1st Monzo - 80%
Overall service quality - 2nd Nationwide - 73%
Overall service quality - 3rd Barclays - 68%
Overall service quality - 4th Halifax - 67%
Overall service quality - 5th HSBC UK - 64%

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

 

Online and mobile banking services - 1st Monzo - 87%
Online and mobile banking services - 2nd Halifax - 83%
Online and mobile banking services - 2nd Santander - 83%
Online and mobile banking services - 4th Barclays - 80%
Online and mobile banking services - 4th Nationwide - 80%

Overdraft services

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

Ranking

 

Overdraft services - 1st Barclays - 72%
Overdraft services - 1st HSBC UK - 72%
Overdraft services - 3rd Santander - 64%
Overdraft services - 4th Halifax - 63%
Overdraft services - 5th Nationwide - 60%

Services in branches

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

Ranking

 

Services in branches - 1st Nationwide - 73%
Services in branches - 2nd Halifax - 72%
Services in branches - 2nd HSBC UK - 72%
Services in branches - 4th Santander - 70%
Services in branches - 4th Danske Bank - 70%

These results are from an independent survey carried out between July 2020 and June 2021 by Ipsos MORI as part of a regulatory requirement.

Halifax has published this information at the request of the Competition and Markets Authority so you can compare the quality of service from personal current account providers. In providing this information, we are not giving you any advice or making any recommendation to you and we can only give you information about our own products and services.

Customers with personal current accounts were asked how likely they would be to recommend their provider, their provider’s online and mobile banking services, services in branches and overdraft services to friends and family.

The results show the proportion of customers of each provider, among those who took part in the survey, who said they were ’extremely likely’ or ‘very likely’ to recommend each service.

Participating providers: AIB, Bank of Ireland UK, Barclays, Danske Bank, Halifax, HSBC UK, Monzo, Nationwide, Santander, Ulster Bank.

Approximately 500 customers a year are surveyed across Northern Ireland and the Republic of Ireland for each provider; results are only published where at least 100 customers have provided an eligible score for that service in the survey period.

5,028 people were surveyed in total.

Results are updated every six months, in August and February.

To find out more visit Ipsos.uk/personal-banking-service-quality