Personal banking service quality – Northern Ireland

Independent service quality survey results

The author(s)

Personal current accounts

Date Published: February 2021

These results are from an independent survey carried out between January 2020 and December 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.


NI Overall Service


NI Online and Mobile banking


NI Overdraft services


NI Branch services


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.

4,533 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.

The author(s)

  • Ipsos MORI

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