personal banking service quality – great britain ... · ranking 85% 64% 60% 83% 61% 57% 55% 73%...
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Personal banking service quality – Great Britain
Independent service quality survey results
Personal current accounts
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, and we have published this information at the request of the providers and 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.
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: Bank of Scotland, Barclays Bank UK, Clydesdale Bank, Coventry Building Society, first direct, Halifax, HSBC UK, Lloyds Bank, Metro Bank, Nationwide, NatWest, Royal Bank of Scotland, Santander UK, The Co-operative Bank, TSB, 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.
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 qualityWe asked customers how likely they would be to recommend their personal current account provider to friends and family.
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1
5
9
2
7
12
13
3
7
13
15
4
9
15
5
9
Ranking
85%
64%
60%
83%
61%
57%
55%
73%
61%
55%
49%
68%
60%
49%
64%
60%
Online and mobile banking servicesWe asked customers how likely they would be to recommend their provider’s online and mobile banking services to friends and family.
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1
6
10
2
6
12
3
8
12
15
4
9
14
16
4
10
Ranking
87%
76%
70%
81%
76%
67%
79%
75%
67%
64%
78%
73%
65%
63%
78%
70%
Overdraft servicesWe asked customers how likely they would be to recommend their provider’s overdraft services to friends and family.
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1
5
10
1
7
10
3
8
13
15
4
9
14
16
5
10
Ranking
75%
59%
52%
75%
57%
52%
63%
55%
50%
47%
60%
54%
49%
43%
59%
52%
Services in branchesWe asked customers how likely they would be to recommend their provider’s branch services to friends and family.
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1
6
11
2
6
12
3
6
12
15
4
9
14
5
9
Ranking
84%
67%
63%
79%
67%
62%
77%
67%
62%
55%
74%
64%
59%
71%
64%
first direct do not operate a branch network.