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 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 – Great Britain

Online and mobile banking services – Great Britain

Overdraft services – Great Britain

Services in branches – Great Britain

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

Santander have 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 and 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.

13,828 people were surveyed in total.

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

To find out more visit Ipsos.uk/personal-banking-service-quality

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 – Northern Ireland

Online and mobile banking services – Northern Ireland

Overdraft services – Northern Ireland

Services in branches – Northern Ireland

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

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

Approximately 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.

3,901 people were surveyed in total.

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

* Interviews with customers of First Trust Bank are now reported as AIB.

To find out more visit Ipsos.uk/personal-banking-service-quality

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