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 435 customers of each of the 9 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, HSBC UK 77%Rank 2, Nationwide 76%Rank 3, Barclays 72%Rank 3, Halifax 72%Rank 5, Danske Bank 69%

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, Nationwide 87%Rank 2, HSBC UK 83%Rank 2, Santander 83%Rank 2, Barclays 83%Rank 5, Halifax 81%

Overdraft services

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

Ranking

Rank 1, HSBC UK 73%Rank 2, Santander 68%Rank 3, Ulster Bank 62%Rank 4, 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, Barclays 78%Rank 2, Santander 77%Rank 2, Nationwide 77%Rank 4, HSBC UK 75%Rank 5, Halifax 73%