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 2019

 

As part of a regulatory requirement, an independent survey was conducted to ask approximately 860 customers of each of the 16 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 85%. 2 Metro Bank 83%. 3 Nationwide 73%. 4 Coventry Building Society 68%. Equal 5 Santander 64%. Equal 13 HSBC UK 55%.
Overdraft services. We asked customers how likely they would be to recommend their provider’s overdraft services to friends and family. Equal 1 Metro Bank 75%. Equal 1 First Direct 75%. 3 Barclays 63%. 4 HSBC UK 60%. Equal 5 TSB 59%.
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 First Direct 87%. 2 Metro Bank 81%. 3 Barclays 79%. Equal 4 Halifax 78%. Equal 4 Nationwide 78%. Equal 10 HSBC UK 70%.
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 Coventry Building Society 79%. 3 Nationwide 77%. 4 TSB 74%. 5 Santander 71%. 11 HSBC UK 63%.

These results are from an independent survey carried out between July 2018 and June 2019 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, Nationwide, NatWest, Royal Bank of Scotland, Santander UK, Tesco Bank, The Co-operative Bank, TSB, Yorkshire Bank.

Approximately 860 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.

13,760 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.

 

Northern Ireland

Independent service quality survey results
Personal current accounts

Published August 2019

 

As part of a regulatory requirement, an independent survey was conducted to ask approximately 435 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 75%. 2 Barclays 67%. Equal 3 Halifax 66%. Equal 3 HSBC UK 66%. 5 Santander 65%.
Overdraft services. We asked customers how likely they would be to recommend their provider’s overdraft services to friends and family. 1 Nationwide 72%. 2 HSBC UK 69%. 3 Santander 63%. Equal 4 Ulster Bank 60%. Equal 4 Barclays 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. Results: Equal 1 Halifax 83%. Equal 1 Nationwide 83%. 3 Santander 81%. Equal 4 Danske Bank 80%. Equal 4 Barclays 80%. 6 HSBC UK 76%.
Services in branches. We asked customers how likely they would be to recommend their provider’s branch services to friends and family. 1 Nationwide 77%. 2 Santander 73%. 3 Barclays 72%. 4 Danske Bank 71%. 5 HSBC UK 70%.

These results are from an independent survey carried out between July 2018 and June 2019 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 Ireland UK, Barclays, Danske Bank, First Trust Bank, HSBC UK, Halifax, Nationwide, Santander UK, Ulster Bank.

Approximately 435 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.

3,883 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.