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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. Ranking:  1 Monzo 86%. 2 Starling Bank  84%. 3 first direct 83%. 4 Metro bank 81%. 5 Nationwide 71%. 11 HSBC UK 59%.
Overdraft services. We asked customers how likely they would be to recommend their provider’s overdraft services to friends and family. Ranking: 1 Starling Bank  74%. 2 first direct 73%. 3 Metro Bank 71%. 4 Monzo 69%. 5 Halifax 62%.  7 HSBC UK 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: 1 Monzo  89%. 2 Starling Bank 88%. 3 Metro Bank 85%. 4 first direct 83%. 5 Nationwide 81%. 13 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 84%. 2 Nationwide 77%. 3 Virgin money 74%. 4 equal Halifax and Lloyds Bank  69%. 8 HSBC UK 65%.

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. Ranking: 1 Nationwide 76% 2 equal HSBC UK  and  Barclays 68%. 4 Santander 67%. 5 Halifax 62%.
Overdraft services. We asked customers how likely they would be to recommend their provider’s overdraft services to friends and family. Ranking: 1 HSBC UK  70%. 2 Barclays 65%.  3 Nationwide 63%. 4 Halifax 62% 5 Danske Bank 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 Nationwide 86%. 2 Barclays 85%. 3 Santander 83%. 4 equal Halifax and Ulster Bank 81%.  6 HSBC UK 80%.
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 80%. 2 HSBC UK 75%. 3 Santander 73%. 4 Barclays 70%. 5 Halifax 68%.

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.

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