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Independent service quality survey results

Personal current accounts

Published February 2021

As part of a regulatory requirement, an independent survey was conducted to ask approximately 1000 customers of each of the 17 largest personal current account providers if they would recommend their provider to friends and family. 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 personal current account provider to friends and family.

Ranking

Ranking Bank Quality
1 Monzo 85%
2 first direct 83%
3 Starling Bank 82%
4 Metro Bank 76%
5 Nationwide 71%
14 Virgin Money 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 friends and family.

Ranking

Ranking Bank Quality
1 Monzo 89%
2 Starling Bank 87%
3 first direct 84%
4 Nationwide 82%
5 Barclays 81%
13 Clydesdale Bank 68%

Overdraft services

We asked customers how likely they would be to recommend their provider's overdraft services to friends and family.

Ranking

Ranking Bank Quality
1 Metro Bank 69%
1 first direct 69%
3 Monzo 66%
4 Starling Bank 65%
5 Barclays 61%
13 Virgin Money 52%

Services in branches

We asked customers how likely they would be to recommend their provider’s branch services to friends and family.

Ranking

Ranking Bank Quality
1 Metro Bank 82%
2 Nationwide 76%
3 Bank of Scotland 70%
3 Halifax 70%
5 Lloyds Bank 69%
7 Virgin Money 66%