Personal banking service quality – Northern Ireland

Personal current accounts

Date Published: August 2020

These results are from an independent survey carried out between July 2019 and June 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, click the links below.

• Overall service quality
• Online and mobile banking services
• Overdraft services
• Services in branches

Alternatively, you can download the full results as a PDF here.
Learn more about the methodology used in this survey.

Participating providers: AIB*, Bank of Ireland UK, Barclays, Danske Bank, HSBC UK, Halifax, 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.

4,545 people were surveyed in total.

Results are updated every six months, in August and February.
* Interviews with customers of First Trust Bank are now reported as AIB.

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