Independent service quality survey results
Published August 2023
Personal current accounts
-
Great Britain
As part of a regulatory requirement, an independent survey was conducted to ask approximately 1,000 customers from 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.
These results are from an independent survey carried out between July 2022 and June 2023 by Ipsos MORI Limited 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're 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, first direct, Halifax, HSBC UK, Lloyds Bank, Metro Bank,
Monzo, Nationwide, NatWest, Royal Bank of Scotland, Santander, Starling Bank, The Co-operative Bank, TSB and Virgin Money.
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.
16,046 people were surveyed in total.
Results are updated every six months, in August and February.
To find out more visit Ipsos.uk/personal-banking-service-quality
-
Overall service quality
Ranking Bank How likely customers would be to recommend their personal current account provider to friends and family 1 Monzo 80% 2 Starling Bank 79% 3 First Direct 78% 4= Nationwide 67% 4= Metro Bank 67% 6= Barclays 64% Online and mobile services
Ranking Bank How likely customers would be to recommend their provider's online and mobile banking services to friends and family 1 Starling Bank 85% 2 Monzo 84% 3 First Direct 80% 4 Halifax 78% 5 Barclays 77% Overdraft services
Ranking Bank How likely customers would be to recommend their provider's overdraft services to friends and family 1 Monzo 74% 2 Starling Bank 73% 3 First Direct 72% 4 Metro Bank 66% 5= Bank of Scotland 63% 8 Barclays 60% Services in branches
Ranking Bank How likely customers would be to recommend their provider's branch services to friends and family 1 Metro Bank 72% 2= Bank of Scotland 69% 2= Halifax 69% 4 Nationwide 68% 5 Lloyds Bank 67% 8 Barclays 59%
These results are from an independent survey carried out between July 2022 and June 2023 by BVA BDRC as part of a regulatory requirement.
Barclays have 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 who said they were ’extremely likely’ or ‘very likely’ to recommend each service.
Participating providers: Bank of Scotland, Barclays, Handelsbanken, HSBC UK, Lloyds Bank, Metro Bank, Monzo, NatWest, Royal Bank of Scotland, Santander, Starling Bank, The Co-Operative Bank, Tide, TSB and Virgin Money.
Approximately 1,200 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.
17,700 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
-
Overall service quality
Ranking Bank How likely customers would be to recommend their business current account provider to other SMEs 1= Monzo 82% 1= Starling Bank
82% 3 Handelsbanken 73% 4 Tide 68% 5 Metro Bank 62% 10 Barclays 54% Online and mobile banking services
Ranking Bank How likely customers would be to recommend their provider's online and mobile banking services 1 Starling Bank 86% 2 Monzo 85% 3 Tide 74% 4 Lloyds Bank
69% 5= Barclays 67% SME overdraft and loan services
Ranking Bank How likely customers woulf br to recommend their provider's SME overdraft and loan services to other SMEs 1 Handelsbanken 69% 2 Natwest 58% 3= Royal Bank of Scotland
57% 3= Lloyds Bank 57% 5 Barclays 54% Relationship/account management
Ranking Bank How likely customers would be to recommend their provider's relationship/account management to other SMEs 1 Handelsbanken 81% 2 Monzo 77% 3 Starling Bank 71% 4 Tide 67% 5 Metro Bank 59% 8= Barclays 54% Services in brances and business centres
Ranking Bank How likely customers would be to recommend their provider's branch and business centre services to other SMEs 1 Metro Bank 67% 2 Handelsbanken 64% 3= Bank of Scotland 55% 3= Lloyds Bank 55% 5 Natwest 53% 11 Barclays 43%
-
-
Northern Ireland
As part of a regulatory requirement, an independent survey was conducted to ask approximately 500 customers from each of the 11 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.
These results are from an independent survey carried out between between July 2022 and June 2023 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, Monzo, Nationwide, Santander, Starling Bank and 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.
5,528 people were surveyed in total.
Results are updated every six months, in August and February.
To find out more visit Ipsos.uk/personal-banking-service-quality
-
Overall services quality
Ranking Bank How likely customers would be to recommend their personal current account provider to friends and family 1= Monzo 81% 1= Starling Bank 81% 3 Barclays 72% 4 Halifax 71% 5= HSBC UK 69% Online and mobile banking services
Ranking Bank How likely customers would be to recommend their provider's online and mobile banking services to friends and family 1 Starling Bank 86% 2 Halifax 85% 3 Monzo 82% 4 HSBC UK 81% 5 Barclays 80% Overdraft services
Ranking Bank How likely customers would be to recommend their provider's overdraft services to friends and family 1 Barclays 77% 2= HSBC UK 74% 2= Halifax 74% 4 Monzo 72% 5 Nationwide 70% Services in branches
Ranking Bank How likely customers would be to recommend their provider's branch services to friends and family 1= Barclays 74% 1= Nationwide 74% 3 Halifax 73% 4 HSBC UK 69% 5 Santander 68%
-