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Independent service quality survey results

Personal current accounts

Published February 2019

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 Metro Bank 83%
2 first direct 82%
3 Nationwide 72%
4 Coventry Building Society 70%
5 Barclays Bank UK 64%
15 Clydesdale Bank 51%

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 83%
2 Barclays Bank UK 81%
2 Metro Bank 81%
4 Halifax 80%
5 Bank of Scotland 78%
14 Clydesdale Bank 66%

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 first direct 77%
2 Metro Bank 69%
3 Barclays Bank UK 65%
4 Nationwide 63%
5 Santander UK 60%
14 Clydesdale Bank 51%

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 85%
2 Coventry Building Society 80%
3 Nationwide 74%
4 Santander UK 73%
5 Lloyds Bank 68%
14 Clydesdale Bank 60%

These results are from an independent survey carried out between February 2018 and December 2018 by GfK UK Limited as part of a regulatory requirement.

Clydesdale Bank have 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 who said they were ’extremely likely’ or ‘very likely’ to recommend each service.

Participating providers: Barclays Bank UK, Bank of Scotland, Clydesdale Bank, The Co-Operative Bank, Coventry Building Society, first direct, Halifax, HSBC UK, Lloyds Bank, Metro Bank, Nationwide, NatWest, Royal Bank of Scotland, Santander UK, TSB and 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.

16,023 people were surveyed in total.

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

To find out more visit GfK.com/personal-banking-service-quality

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

If you have a current account with us, you can find information about the key ways we can support you when you need us here.

You are here:  Personal Banking  >  Current accounts  >  Service quality indicators

You can find impartial information and guidance on money matters on the “Money advice service” website.
Clydesdale Bank is covered by the Financial Services Compensation Scheme (FSCS), Find out more.