Independent service quality survey results

Personal current accounts

Published August 2019

As part of a regulatory requirement, an independent survey was conducted to ask approximately 860 customers of each of the 16 largest personal current account providers if they would recommend their provider to friends and family. The results represent the view of customers who took part in the survey.

Overall service quality

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

Ranking

Rank 1, Metro Bank 82%
Rank 1, first direct 82%
Rank 3, Nationwide 74%
Rank 4, Barclays 66%
Rank 5, Lloyds Bank 64%
Rank 9, Bank of Scotland 59%

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.

Ranking

Rank 1, Barclays 86%
Rank 2, first direct 85%
Rank 3, Metro Bank 83%
Rank 4, Nationwide 80%
Rank 5, Bank of Scotland 79%

Overdraft services

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

Ranking

Rank 1, first direct 77%
Rank 2, Metro Bank 67%
Rank 3, Barclays Bank 65%
Rank 4, HSBC UK 65%
Rank 3, Santander 65%
Rank 15, Bank of Scotland 47%

Services in branches

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

Ranking

Rank 1, Metro Bank 85%
Rank 2, Nationwide 79%
Rank 3, Lloyds Bank 73%
Rank 4, Barclays 73%
Rank 5, Santander 72%
Rank 7, Bank of Scotland 69%

These results are from an independent survey carried out between July 2018 and June 2019 by Ipsos MORI as part of a regulatory requirement.

Bank of Scotland has published this information at the request of 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 and we can only give you information about our own products and services.

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 of each provider, among those who took part in the survey, who said they were ’extremely likely’ or ‘very likely’ to recommend each service.

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

Approximately 860 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.

13,760 people were surveyed in total.

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

To find out more visit Ipsos.uk/personal-banking-service-qualityIpsos Mori website, opens in a new window