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Independent service quality survey results

Business current accounts

Published February 2019

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 85%
2 Metro Bank 71%
3 Santander UK 67%
4 Lloyds Bank 61%
4 Barclays Bank UK 61%
6 Yorkshire Bank 57%

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%
2 Lloyds Bank 73%
4 Metro Bank 71%
5 Natwest 70%
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 83%
2 Santander UK 70%
3 Yorkshire Bank 61%
4 Barclays Bank UK 60%
5 Natwest 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 91%
2 Santander UK 65%
3 Metro Bank 64%
4 Lloyds Bank 63%
5 Allied Irish Bank (GB) 61%
7 Yorkshire Bank 57%

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 77%
1 Metro Bank 77%
3 Lloyds Bank 60%
4 TSB 57%
5 Barclays Bank UK 56%
8 Yorkshire Bank 52%