Personal banking service quality – Great Britain

Independent service quality survey results

The author(s)
  • Ipsos in the UK
Get in touch

Personal current accounts

Date Published: February 2021

These results are from an independent survey carried out between January 2020 and December 2020 by Ipsos as part of a regulatory requirement, and we have published this information at the request of the providers and 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.

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, among those who took part in the survey, of each provider who said they were ‘extremely likely’ or ‘very likely’ to recommend each service.
To go straight to a particular set of results, follow the links below.

Alternatively, you can download the full results as a PDF here.

GB Overall banking service quality

GB Online and mobile banking services

GB - Overdraft services

GB Branch services

Participating providers: Bank of Scotland, Barclays, Clydesdale Bank*, first direct, Halifax, HSBC UK, Lloyds Bank, Metro Bank, Monzo, Nationwide, NatWest, Royal Bank of Scotland, Santander, Starling Bank, Tesco Bank, The Co-operative Bank, TSB, Virgin Money and Yorkshire Bank*.

Approximately 1000 customers a year are surveyed across Great Britain for each provider; results are only published where at least 100 customers have provided an eligible score for that service in the survey period.

17,069 people were surveyed in total.

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

*Interviews with customers of Clydesdale Bank and Yorkshire Bank are reported as Virgin Money.

If you’d like to learn more about the methodology used, you can download a detailed guide here.

The author(s)
  • Ipsos in the UK

More insights about Financial Services

Consumer & Shopper