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Independent service quality survey results
Personal current accounts
Published August 2022
As part of a regulatory requirement, an independent survey was conducted to ask approximately 1,000 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 | Institution | Percentage | ||
---|---|---|---|---|
1 | joint = |
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81% | |
1 | joint = |
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81% | |
3 |
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78% | ||
4 |
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72% | ||
5 |
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68% |
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 | Institution | Percentage | ||
---|---|---|---|---|
1 |
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85% | ||
2 |
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83% | ||
3 |
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79% | ||
4 |
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78% | ||
5 | joint = |
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77% |
Overdraft services
We asked customers how likely they would be to recommend their provider's overdraft services to friends and family.
Ranking | Institution | Percentage | ||
---|---|---|---|---|
1 |
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74% | ||
2 |
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70% | ||
3 |
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69% | ||
4 |
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64% | ||
5 |
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62% |
Services in branches
We asked customers how likely they would be to recommend their provider's branch services to friends and family.
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first direct do not operate a branch network. |