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Independent service quality survey results

Business current accounts

Published February 2021

As part of a regulatory requirement, an independent survey was conducted to ask approximately 1200 customers of each 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

We asked customers how likely they would be to recommend their business current account provider to other SMEs.

Ranking

Ranking Bank Quality
1 Handelsbanken 76%
2 Metro Bank 66%
3 Santander 63%
4 Barclays 60%
5 Natwest 59%
7 Yorkshire Bank 55%

Online and mobile banking services

We asked customers how likely they would be to recommend their provider’s online and mobile banking services to other SMEs.

Ranking

Ranking Bank Quality
1 Barclays 75%
2 Natwest 73%
3 Metro Bank 72%
4 Lloyds Bank 70%
4 Santander 70%
9 Yorkshire Bank 62%

SME overdraft and loan services

We asked customers how likely they would be to recommend their provider's SME overdraft and loan services to other SMEs.

Ranking

Ranking Bank Quality
1 Handelsbanken 73%
2 Metro Bank 66%
3 Yorkshire Bank 65%
4 Santander 63%
5 HSBC UK 62%

Relationship/account management

We asked customers how likely they would be to recommend their provider’s relationship/account management to other SMEs.

Ranking

Ranking Bank Quality
1 Handelsbanken 86%
2 Santander UK 64%
3 Metro Bank 63%
4 Natwest 60%
5 Barclays 58%
9 Yorkshire Bank 55%

Service in branches and business centres

We asked customers how likely they would be to recommend their provider’s branch and business centres to other SMEs.

Ranking

Ranking Bank Quality
1 Metro Bank 72%
2 Handelsbanken 69%
3 Bank of Scotland 58%
3 TSB 58%
3 Lloyds Bank 58%
8 Yorkshire Bank 54%