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Independent service quality survey results

Business current accounts

Published August 2019

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 85%
2 Metro Bank 69%
3 Santander UK 66%
4 Lloyds Bank 61%
5 Yorkshire Bank 60%

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 Metro Bank 73%
3 Santander UK 72%
4 Lloyds Bank 71%
5 Natwest 69%
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 81%
2 Santander UK 70%
3 Bank of Scotland 62%
4 HSBC UK 61%
5 Yorkshire Bank 60%

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 89%
2 Santander UK 65%
2 Metro Bank 65%
4 Yorkshire Bank 61%
4 Lloyds Bank 61%

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 78%
2 Metro Bank 76%
3 Lloyds Bank 61%
4 Bank of Scotland 56%
4 Yorkshire Bank 56%