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Independent service quality survey results

Personal current accounts

Published February 2020

As part of a regulatory requirement, an independent survey was conducted to ask approximately 865 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.

Ranking

Ranking Bank Quality
1 Metro Bank 83%
2 first direct 82%
3 Nationwide 74%
4 Santander 63%
4 Lloyds Bank 63%
11 Clydesdale Bank 56%

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 Metro Bank 85%
2 Barclays 83%
2 first direct 83%
4 Halifax 80%
5 Nationwide 79%
14 Clydesdale Bank 67%

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 74%
2 Metro Bank 70%
3 HSBC UK 62%
3 Nationwide 62%
5 Halifax 61%
14 Clydesdale Bank 48%

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 Nationwide 80%
3 Lloyds Bank 71%
4 HSBC UK 70%
5 TSB 69%
10 Clydesdale Bank 65%