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 2021

 

As part of a regulatory requirement, an independent survey was conducted to ask approximately 1,000 customers of each of the 17 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:  1 Monzo 83%. equal 2 first direct 81%. equal 2 Starling bank 81%. 4 Metro bank 74%. 5 Nationwide 68%. equal 11 HSBC UK 55%.
Overdraft services. We asked customers how likely they would be to recommend their provider’s overdraft services to friends and family. Ranking: 1 first direct 67 % 2 Metro Bank 66% equal 3 Monzo 65%. equal 3 Starling Bank 65%. equal 3 Lloyds Bank 65% equal 12 HSBC UK 54%.
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: 1 Monzo  88%. 2 Starling Bank 87%. 3 first direct 82%. 4 Halifax 80% equal 5 Nationwide 79% equal 11 HSBC UK 72%.
Services in branches. We asked customers how likely they would be to recommend their provider’s branch services to friends and family. Ranking: 1 Metro Bank 78%. 2 Nationwide 74%. 3 Lloyds Bank 71% 4 Haifax 70% 5 Bank of Scotland 69% equal 7 HSBC UK 65%.

These results are from an independent survey carried out between July 2020 and June 2021 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.

17,059 people were surveyed in total.

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

*Interviews with customers of Clydesdale Bank and Yorkshire Bank 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 2021

 

As part of a regulatory requirement, an independent survey was conducted to ask approximately 500 customers of each of the 10 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: 1 Monzo 80% 2 Nationwide 73% 3 Barclays 68%. 4 Halifax 65% equal 5 HSBC UK 64%.
Overdraft services. We asked customers how likely they would be to recommend their provider’s overdraft services to friends and family. Ranking: equal 1 Barclays 72% equal 1 HSBC UK  72% 3 Santander 64% 4 Halifax 63%. 5 Nationwide 60%.
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: 1 Monzo 87% equal 2 Halifax 83% equal 2 Santander 83% equal 4 Barclays 80% equal 4 Nationwide 80% 7 HSBC UK 77%.
Services in branches. We asked customers how likely they would be to recommend their provider’s branch services to friends and family. Ranking: 1 Nationwide 73% equal 2 Halifax 72% equal 2 HSBC UK 72% equal 4 Santander 70% equal 4 Danske Bank 70%.

These results are from an independent survey carried out between July 2020 and June 2021 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, Monzo, 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.

5,028 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-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 answer your query online. Visit our Help page to find out how.