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Independent service quality survey results

Personal current accounts

Published August 2018

As part of a regulatory requirement, an independent survey was conducted to ask customers of the 16 largest personal current account providers if they would recommend their provider to friends and family.

Overall service quality

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

Ranking

Ranking Bank Quality
1 first direct 85%
2 Metro Bank 83%
3 Nationwide 73%
4 Coventry Building Society 68%
5 Santander UK 64%
15 Clydesdale Bank 49%

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

Ranking Bank Quality
1 first direct 87%
2 Metro Bank 81%
3 Barclays Bank UK 79%
4 Halifax 78%
4 Nationwide 78%
16 Clydesdale Bank 63%

Overdraft services

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

Ranking

Ranking Bank Quality
1 Metro Bank 75%
1 first direct 75%
3 Barclays Bank UK 63%
4 HSBC UK 60%
5 TSB 59%
16 Clydesdale Bank 43%

Services in branches

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

Ranking

Ranking Bank Quality
1 Metro Bank 84%
2 Coventry Building Society 79%
3 Nationwide 77%
4 TSB 74%
5 Santander UK 71%
15 Clydesdale Bank 55%