Personal banking service quality – Northern Ireland

Independent service quality survey results

The author(s)

Personal current accounts

Date Published: August 2021

These results are from an independent survey carried out between July 2020 and June 2021 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.


Personal banking service quality – Northern Ireland - August 2021 - Overall service quality


Personal banking service quality – Northern Ireland - August 2021 - Online and mobile banking services


Personal banking service quality – Northern Ireland - August 2021 - Overdraft services


 

Personal banking service quality - Northern Ireland - August 2021 - Service in branches


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

5,028 people were surveyed in total.

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

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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