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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 1000 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

Ranking Bank Quality
1 Monzo 86%
2 Starling Bank 84%
3 first direct 83%
4 Metro Bank 81%
5 Nationwide 71%
16 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 Monzo 89%
2 Starling Bank 88%
3 Metro Bank 85%
4 first direct 83%
5 Nationwide 81%
17 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 Starling Bank 74%
2 first direct 73%
3 Metro Bank 71%
4 Monzo 69%
5 Halifax 62%
18 Clydesdale Bank 50%

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 77%
3 Lloyds Bank 74%
4 Halifax 69%
4 Lloyds Bank 69%
13 Clydesdale Bank 63%