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Independent service quality survey results

Personal current accounts

Published August 2020

As part of a regulatory requirement, an independent survey was conducted to ask approximately 1,000 customers of each of the 19 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

Overall service quality - 1st Monzo - 86%
Overall service quality - 2nd Starling Bank - 84%
Overall service quality - 3rd first direct - 83%
Overall service quality - 4th Metro Bank - 81%
Overall service quality - 5th Nationwide - 71%
Overall service quality - 12th Bank of Scotland - 58%

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

Online and mobile banking services - 1st Monzo - 89%
Online and mobile banking services - 2nd Starling Bank - 88%
Online and mobile banking services - 3rd Metro Bank - 85%
Online and mobile banking services - 4th first direct - 83%
Online and mobile banking services - 5th Nationwide - 81%
Online and mobile banking services - 9th Bank of Scotland - 77%

Overdraft services

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

Ranking

Overdraft services - 1st Starling Bank - 74%
Online and mobile banking services - 2nd Starling Bank - 88%
Overdraft services - 3rd Metro Bank - 71%
Overdraft services - 4th Monzo - 69%
Overdraft services - 5th Halifax - 62%
Overdraft services - 10th Bank of Scotland - 57%

Services in branches

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

Ranking

Branch services - 1st Metro Bank - 84%
Branch services - 2nd Nationwide - 77%
Branch services - 3rd Virgin Money - 74%
Branch services - 4th Halifax - 69%
Branch services - 4th Lloyds Bank - 69%
Branch services - 6th Bank of Scotland - 67%

These results are from an independent survey carried out between July 2019 and June 2020 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, Monzo, Nationwide, NatWest, Royal Bank of Scotland, Santander, Starling Bank, Tesco Bank, The Co-operative Bank, TSB, Virgin Money*, Yorkshire Bank.

Approximately 1,000 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.

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