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Independent service quality survey results

Personal current accounts

Published February 2019

As part of a regulatory requirement, an independent survey was conducted to ask customers of the 16 largest personal current account providers if they would recommend their provider to friends and family.

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 Metro Bank 83%
2 first direct 82%
3 Nationwide 72%
4 Coventry Building Society 70%
5 Barclays Bank UK 64%
5 Yorkshire Bank 64%

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 first direct 83%
2 Barclays Bank UK 81%
2 Metro Bank 81%
4 Halifax 80%
5 Bank of Scotland 78%
12 Yorkshire Bank 70%

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 first direct 77%
2 Metro Bank 69%
3 Barclays Bank UK 65%
4 Nationwide 63%
5 Santander UK 60%
9 Yorkshire Bank 56%

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 85%
2 Coventry Building Society 80%
3 Nationwide 74%
4 Santander UK 73%
5 Lloyds Bank 68%
9 Yorkshire Bank 66%