Top of main content

Independent service quality survey results

Personal current accounts

Independent service quality survey results

Personal current accounts

For the latest published results, please select the region you wish to view below

Great Britain

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. Results: 1 first direct 83%. 2 Metro Bank 82%. 3 Nationwide 74%. Equal 4 Santander and Lloyds Bank 63%. 6 HSBC UK 61%.
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. Results: 1 Metro Bank 85%. Equal 2 Barclays and first direct 83%. 4 Halifax 80%. 5 Nationwide 79%. 10 HSBC UK 74%.
Overdraft services. We asked customers how likely they would be to recommend their provider’s overdraft services to friends and family. 1 first direct 74%. 2 metro bank 70%. Equal 3 HBSC UK and Nationwide 62%. 5 Halifax 61%.
Services in branches. We asked customers how likely they would be to recommend their provider’s branch services to friends and family. 1 Metro Bank 84%. 2 Nationwide 80%. 3 Lloyds Bank 71%. 4 HSBC UK 70%. 5 TSB 69%

These results are from an independent survey carried out between July 2019 and June 2020 by Ipsos MORI as part of a regulatory requirement.

HSBC UK 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-quality

Find out more about the additional ways we can support our personal current account customers.

The requirement to publish the Financial Conduct Authority Service Quality Information for personal current accounts can be found here.

 

 

Northern Ireland

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 500 customers of each of the 9 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. Results: 1 Nationwide 77%. 2 HSBC UK 75%. 3 Barclays 70%. 4 Halifax 68%. 5 Santander 67%.
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. Results: 1 Nationwide 88%. Equal 2 Santander and Barclays 83%. 4 Halifax 82%. 5 HSBC UK 81%.
Overdraft services. We asked customers how likely they would be to recommend their provider’s overdraft services to friends and family. Equal 1 Barclays and HSBC UK 75%. Equal 3 Bank of Ireland and Santander 64%. 5 Halifax 63%.
Services in branches. We asked customers how likely they would be to recommend their provider’s branch services to friends and family. 1 Nationwide 80%. 2 HSBC UK  75%. 3 Barclays 74%. 4 Halifax 72%. 5 Santander 71%.

These results are from an independent survey carried out between July 2019 and June 2020 by Ipsos MORI as part of a regulatory requirement.

HSBC UK 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: AIB*, Bank of Ireland UK, Barclays, Danske Bank, Halifax, HSBC UK, 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.

4,545 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.

To find out more visit Ipsos.uk/personal-banking-service-quality

Find out more about the additional ways we can support our personal current account customers.

The requirement to publish the Financial Conduct Authority Service Quality Information for personal current accounts can be found here.

It’s easy to get in touch online. Talk to us directly through our chat channels.