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Independent service quality survey results

Business current accounts

Published February 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 82%
2 Metro Bank 68%
3 Santander 64%
4 Yorkshire Bank 57%
4 Barclays 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 Metro Bank 73%
1 Barclays 73%
3 Santander 70%
4 Lloyds Bank 68%
5 Natwest 66%
9 Yorkshire Bank 60%

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 80%
2 Santander UK 65%
3 Yorkshire Bank 60%
3 HSBC UK 60%
5 Lloyds Bank 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 86%
2 Metro Bank 65%
3 Santander 64%
4 Yorkshire Bank 61%
5 Barclays 59%

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 Lloyds Bank 61%
4 TSB 57%
4 Yorkshire Bank 57%