Independent service quality survey results

Personal current accounts

Published February 2024

As part of a regulatory requirement, an independent survey was conducted to ask approximately 500 customers of each of the 11 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

 

Personal current accounts (NI) Overall service quality survey results.  Ranking 1st place monzo 80%, 2nd place Starling Bank 76%, 3rd place Nationwide 67%, equal 4th place Barclays 66%, equal 4th place Halifax 66%

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

 

Personal current accounts (NI) Online and mobile banking services survey results.  Ranking 1st place Starling Bank 84%, equal 2nd place monzo 83%, equal 2nd place Halifax 83%, 4th place HSBC UK 80%, 5th place Barclays 79%

Overdraft services

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

Ranking

 

Personal current accounts (NI) Overdraft services survey results.  Ranking 1st place monzo 75%, 2nd place Halifax 71%, equal 3rd place Barclays 70%, equal 3rd place HSBC UK 70%, 5th place Santander 63%

Services in branches

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

Ranking

 

Personal current accounts (NI) Services in branches survey results.  Ranking equal 1st place Nationwide 72%, equal 1st place Halifax 72%, 3rd place Barclays 70%,  4th place Danske Bank 67%, equal 5th place Santander 64%

These results are from an independent survey carried out between January 2023 and December 2023 by Ipsos 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, Starling Bank, 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.

5,535 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

The requirement to publish the Financial Conduct Authority Service Quality Information for personal current accounts can be found here.

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