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Independent service quality survey results

Personal current accounts

Independent service quality survey results

Personal current accounts

For the latest published results, please select the region you wish to view below

Great Britain

Independent service quality survey results
Personal current accounts

Published February 2021

 

As part of a regulatory requirement, an independent survey was conducted to ask approximately 1,000 customers of each of the 17 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:  1 Monzo 85%. 2 first direct  83%. 3 Starling bank 82%. 4 Metro bank 76%. 5 Nationwide 71%. equal 10 HSBC UK 58%.
Overdraft services. We asked customers how likely they would be to recommend their provider’s overdraft services to friends and family. Ranking: equal 1st Metro bank  69%. and  first direct 69%. 3 Monzo 66%. 4 Starling Bank 65%. 5 Barclays 61%.  equal 9 HSBC UK 58%.
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: 1 Monzo  89%. 2 Starling Bank 87%. 3 first direct 84%. 4 Nationwide 82%. 5 Barclays 81%. 12 HSBC UK 74%.
Services in branches. We asked customers how likely they would be to recommend their provider’s branch services to friends and family. Ranking: 1 Metro Bank 82%. 2 Nationwide 76%. 3 Equal Bank of Scotland and Halifax  70%. 5 Equal Lloyds Bank  69%. 8 Equal HSBC UK 65%.

These results are from an independent survey carried out between January 2020 and December 2020 by Ipsos MORI as part of a regulatory requirement.

HSBC UK has 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, among those who took part in the survey, who said they were ’extremely likely’ or ‘very likely’ to recommend each service.

Participating providers: Bank of Scotland, Barclays, Clydesdale Bank*, first direct, Halifax, HSBC UK, Lloyds Bank, Metro Bank, Monzo, Nationwide, NatWest, Royal Bank of Scotland, Santander, Starling Bank, Tesco Bank, The Co-operative Bank, TSB, Virgin Money, 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.

17,069 people were surveyed in total.

Results are updated every six months, in August and February.

*Interviews with customers of Clydesdale Bank and Yorkshire Bank are reported as Virgin Money.

To find out more visit Ipsos.uk/personal-banking-service-quality

Find out more about the additional ways we can support our personal current account customers.

The requirement to publish the Financial Conduct Authority Service Quality Information for personal current accounts can be found here.

 

Northern Ireland

Independent service quality survey results
Personal current accounts

Published February 2021

 

As part of a regulatory requirement, an independent survey was conducted to ask approximately 500 customers of each of the 9 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: 1 Nationwide 75% 2 Barclays 66%. 3 Equal Santander and Halifax 65%. 5 HSBC UK 64%.
Overdraft services. We asked customers how likely they would be to recommend their provider’s overdraft services to friends and family. Ranking: 1 HSBC UK  70%. 2 Barclays 64%.  3 Halifax 62%. 4 Santander 59%. 5 Danske Bank 58%.
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: 1 Equal Halifax, Nationwide, and Santander 83%. 4 Barclays 81%. 5 Danske bank 80%. 6 HSBC UK 79%.
Services in branches. We asked customers how likely they would be to recommend their provider’s branch services to friends and family. Ranking: 1 Nationwide 78%. 2 Santander 77%. 3 HSBC UK 76%. 4 Danske Bank 72%. equal 5 Halifax 70%.

These results are from an independent survey carried out between January 2020 and December 2020 by Ipsos MORI as part of a regulatory requirement.

HSBC UK has 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, among those who took part in the survey, who said they were ’extremely likely’ or ‘very likely’ to recommend each service.

Participating providers: AIB*, Bank of Ireland UK, Barclays, Danske Bank, Halifax, HSBC UK, Nationwide, Santander, Ulster Bank.

Approximately 500 customers a year are surveyed across Northern Ireland and the Republic of Ireland for each provider; results are only published where at least 100 customers have provided an eligible score for that service in the survey period.

4,533 people were surveyed in total.

Results are updated every six months, in August and February.

*Interviews with customers of First Trust Bank are now reported as AIB.

To find out more visit Ipsos.uk/personal-banking-service-quality

Find out more about the additional ways we can support our personal current account customers.

The requirement to publish the Financial Conduct Authority Service Quality Information for personal current accounts can be found here.

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