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Independent service quality survey results

Business current accounts

Published August 2018

As part of a regulatory requirement, an independent survey was conducted to ask customers of the 14 largest business current account providers if they would recommend their provider to other small and medium-sized enterprises (SMEs*).

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 84%
2 Metro Bank 73%
3 Santander UK 66%
4 Barclays Bank UK 62%
5 Lloyds Bank 61%
8 Yorkshire Bank 53%

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 Bank UK 76%
2 Santander UK 73%
3 Lloyds Bank 72%
4 Metro Bank 71%
5 Natwest 68%
10 Yorkshire Bank 57%

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 84%
2 Santander UK 64%
3 Lloyds Bank 63%
4 Yorkshire Bank 60%
5 Allied Irish Bank (GB) 59%

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 90%
2 Metro Bank 64%
2 Lloyds Bank 64%
4 Santander UK 63%
5 Natwest 62%
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 Handelsbanken 76%
2 Metro Bank 75%
3 TSB 62%
4 Lloyds Bank 59%
5 Barclays Bank UK 56%
9 Yorkshire Bank 48%