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Independent service quality survey results

Published August 2020

Personal current accounts

  • Great Britain

    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 ranking - Personal current accounts Great Britain
    Online and mobile banking services ranking - Personal current accounts Great Britain
    Overdraft services ranking - Personal current accounts Great Britain
    Services in branches ranking - Personal current accounts Great Britain

    These results are from an independent survey carried out between July 2019 and June 2020 by Ipsos MORI as part of a regulatory requirement.

    Barclays 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 UK, Starling Bank, Tesco Bank, The Co-operative Bank, TSB, Virgin Money*, Yorkshire Bank.

    Approximately 1000 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.

    19,141 people were surveyed in total.

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

    * Interviews with customers of B are reported as Virgin Money.

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

  • Northern Ireland

    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 ranking - Personal current accounts Northern Ireland
    Online and mobile banking services ranking - Personal current accounts Northern Ireland
    Overdraft services ranking - Personal current accounts Northern Ireland
    Services in branches ranking - Personal current accounts Northern Ireland

    These results are from an independent survey carried out between July 2019 and June 2020 by Ipsos MORI as part of a regulatory requirement.

    Barclays 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 that 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 UK, 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.

    4,545 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

Business current accounts

As part of a regulatory requirement, an independent survey was conducted to ask approximately 1,200 customers of the 14 largest business current account providers if they would recommend their provider to other small and medium sized enterprises (SMEs*). The results represent the view of customers who took part in the survey.

Overall service quality ranking - Business current accounts
SME overdraft and loan sevices ranking - Business current accounts
Relationship/account management ranking - Business current accounts
Services in branches and business centres ranking - Business current accounts

These results are from an independent survey carried out between July 2019 and June 2020 by BVA BDRC as part of a regulatory requirement.

Barclays has published this information at the request of the Competition and Markets Authority so you can compare the quality of service from business 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.

SME customers with business 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 business centres, SME overdraft and loan services and relationship/account management services to other SMEs.

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: Allied Irish Bank (GB), Bank of Scotland, Barclays, Clydesdale Bank, Handelsbanken, HSBC UK, Lloyds Bank, Metro Bank, NatWest, Royal Bank of Scotland, Santander UK, The Co-Operative Bank, TSB and Yorkshire Bank.

Approximately 1,200 customers a year are surveyed across Great Britain for each provider; among those who took part in the survey, results are only published where at least 100 customers have provided an eligible score for that service in the survey period.

16,550 people were surveyed in total.

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

*SMEs include businesses, clubs, charities and societies with an annual turnover/income of up to £25m (exclusive of VAT and other turnover-related taxes).

To find out more visit www.bva-bdrc.com/business-banking-service-quality