Personal banking service quality – Great Britain

Independent service quality survey results

The author(s)

Personal accounts

Date Published: August 2020

These results are from an independent survey carried out between July 2019 and June 2020 by Ipsos MORI 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.

Learn more about the methodology used in this survey


Overall service quality  We asked customers how likely they would be to recommend their personal current account provider to friends and family.


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.


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


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


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*, 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.

19,141 people were surveyed in total.

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

*Interviews with customers of B 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 MORI

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