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Independent service quality survey results

Personal current accounts

Independent service quality survey results

Personal current accounts

For the latest published results, please select the region you wish to view below

Great Britain

Independent service quality survey results
Personal current accounts

Published February 2020

 

As part of a regulatory requirement, an independent survey was conducted to ask approximately 865 customers of each of the 16 largest personal current account providers雅博体育app 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. Results: 1 First Direct 83%. 2 Metro Bank 82%. 3 Nationwide 74%. Equal 4 Santander and Lloyds Bank 63%. 6 HSBC UK 61%.
Overdraft services. We asked customers how likely they would be to recommend their provider’s overdraft services to friends and family. 1 first direct  74%. 2 Metro Bank 70%. Equal 3 HSBC UK and Nationwide  62%. 5 Halifax 61%.
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. Results: 1 Metro Bank  85%. Equal 2 Barclays and first direct 83%. 4 Halifax 80%. 5 Nationwide 79%. 10 HSBC UK 74%.
Services in branches. We asked customers how likely they would be to recommend their provider’s branch services to friends and family. 1 Metro Bank 84%. 2 Nationwide 80%. 3 Lloyds 71%. 4 HSBC UK  70%. 5 TSB 69%.

These results are from an independent survey carried out between January 2019 and December 2019 by Ipsos MORI as part of a regulatory requirement.

HSBC UK has published this information at the request of the Competition and Markets Authority so you can compare the quality of service from personal current account providers. In providing this information, we are not giving you any advice or making any recommendation to you and we can only give you information about our own products and services.

Customers with personal current accounts were asked how likely they would be to recommend their provider, their provider’s online and mobile banking services, services in branches and overdraft services to friends and family.

The results show the proportion of customers of each provider, among those who took part in the survey, who said they were ’extremely likely’ or ‘very likely’ to recommend each service.

Participating providers: Bank of Scotland, Barclays, Clydesdale Bank, first direct, Halifax, HSBC UK, Lloyds Bank, Metro Bank, Nationwide, NatWest, Royal Bank of Scotland, Santander, Tesco Bank, The Co-operative Bank, TSB, Yorkshire Bank.

Approximately 865 customers a year are surveyed across Great Britain for each provider; results are only published where at least 100 customers have provided an eligible score for that service in the survey period.

雅博体育app13,828 people were surveyed in total.

雅博体育appResults are updated every six months, in August and February.

To find out more visit 

Find out more about the additional ways we can support our personal current account customers.

The requirement to publish the Financial Conduct Authority Service Quality Information for personal current accounts can be found here.

 

Northern Ireland

Independent service quality survey results
Personal current accounts

Published February 2020

 

As part of a regulatory requirement, an independent survey was conducted to ask approximately 435 customers of each of the 9 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. Results: 1 Nationwide 77%. 2 HSBC UK 75%.  3 Barclays 70%. 4 Halifax  68%. 5 Santander 67%.
Overdraft services. We asked customers how likely they would be to recommend their provider’s overdraft services to friends and family. Equal 1 Barclays and HSBC UK  75%. 3 Bank of Ireland and Santander 64%.  5 Halifax 63%
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. Results:  1 Nationwide 88%. Equal 2 Santander and Barclays 83%. 4 Halifax 82%.  5 HSBC UK 81%.
Services in branches. We asked customers how likely they would be to recommend their provider’s branch services to friends and family. 1 Nationwide 80%. 2 HSBC UK 75%. 3 Barclays 74%. 4 Halifax  72%. 5 Santander 71%.

These results are from an independent survey carried out between January 2019 and December 2019 by Ipsos MORI as part of a regulatory requirement.

雅博体育appHSBC UK has published this information at the request of the Competition and Markets Authority so you can compare the quality of service from personal current account providers. In providing this information, we are not giving you any advice or making any recommendation to you and we can only give you information about our own products and services.

雅博体育appCustomers with personal current accounts were asked how likely they would be to recommend their provider, their provider’s online and mobile banking services, services in branches and overdraft services to friends and family.

雅博体育appThe results show the proportion of customers of each provider, among those who took part in the survey, who said they were ’extremely likely’ or ‘very likely’ to recommend each service.

Participating providers: AIB*, Bank of Ireland UK, Barclays, Danske Bank, Halifax, HSBC UK, Nationwide, Santander, Ulster Bank.

雅博体育appApproximately 435 customers a year are surveyed across Northern Ireland and the Republic of Ireland for each provider; results are only published where at least 100 customers have provided an eligible score for that service in the survey period.

雅博体育app3,901 people were surveyed in total.

Results are updated every six months, in August and February.

雅博体育app *Interviews with customers of First Trust Bank are now reported as AIB.

To find out more visit 

Find out more about the additional ways we can support our personal current account customers.

The requirement to publish the Financial Conduct Authority Service Quality Information for personal current accounts can be found here.

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