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Independent service quality survey results

Business current accounts

Published August 2020

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 79%
2 Metro Bank 67%
3 Santander 63%
4 Barclays 59%
5 Yorkshire Bank 55%
6 Yorkshire Bank 54%

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 73%
2 Metro Bank 72%
3 Santander 69%
3 Natwest 69%
3 Lloyds Bank 69%
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 78%
2 Yorkshire Bank 65%
3 Santander 63%
4 Barclays 61%
4 HSBC UK 61%

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 66%
3 Metro Bank 63%
4 Barclays 59%
5 Yorkshire Bank 58%

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 73%
2 Metro Bank 72%
3 Lloyds Bank 61%
4 TSB 58%
5 Yorkshire Bank 55%