Personal banking service quality – Great Britain

Independent service quality survey results

Personal current accounts

Date Published: August 2018

These results are from an independent survey carried out between September 2017 and June 2018 by GfK UK Limited 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 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, click the links below.

Alternatively, you can download the full results as a PDF here.

To learn more about the methodology used in this survey click here.

Overall service quality

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

PCA_GB_Personal_banking_survey_Great_Britain_August_2018_Overall_service_quality

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.

PCA_GB_Personal_banking_survey_Great_Britain_August_2018_Online_and_mobile_banking

Overdraft services

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

PCA_GB_Personal_banking_survey_Great_Britain_August_2018_Overdraft_services

Services in branches

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

PCA_GB_Personal_banking_survey_Great_Britain_August_2018_Services_in_branches_

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

16,012 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.