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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%

These results are from an independent survey carried out between September 2017 and June 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.

16,012 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.