Independent service quality survey results

Personal current accounts - published August 2022

As part of a regulatory requirement, an independent survey was conducted to ask approximately 1000 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 in Great Britain. Ranking: 1 Starling Bank 81%. 1 Monzo 81%. 3 first direct 78%. 4 Metro Bank 72%. 5 Nationwide 68%. 10 Santander 56%.
Online and mobile services in Great Britain. Ranking: 1 Starling Bank 85%. 2 Monzo 83%. 3 Halifax 79%. 4 first direct 78%. 5 Lloyds Bank 77%. 11 Santander 71%.
Overdraft services in Great Britain. Ranking: 1 first direct 74%. 2 Metro Bank 70%. 3 Starling Bank 69%. 4 Monzo 64%. 5 Lloyds Bank 62%. 11 Santander 54%.
Services in branches in Great Britain. Ranking: 1 Metro Bank 79%. 2 Nationwide 72%. 3 Halifax 69%. 4 Lloyds Bank 68%. 5 Bank of Scotland 67%. 6 Santander 66%.

These results are from an independent survey carried out between July 2021 and June 2022 by Ipsos MORI as part of a regulatory requirement.

Santander 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, first direct, Halifax, HSBC UK, Lloyds Bank, Metro Bank, Monzo, Nationwide, NatWest, Royal Bank of Scotland, Santander, Starling Bank, The Co-operative Bank, TSB, Virgin Money.

Approximately 1,000 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.

16,061   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 August 2022

As part of a regulatory requirement, an independent survey was conducted to ask approximately 500 customers of each of the 11 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 in Northern Ireland. Ranking: 1 Starling Bank 81%. 2 Monzo 80%. 3 Nationwide 71%. 4 HSBC 69%. 5 Barclays 65%. 5 Santander 65%.
Online and mobile banking services in Northern Ireland. Ranking: 1 Starling Bank 86%. 2 Monzo 83%. 3 Barclays 80%. 4 Nationwide 79%. 4 Halifax 79%. 6 Santander 78%.
Overdraft services in Northern Ireland. Ranking: 1 Barclays 70%. 2 HSBC 68%. 3 Monzo 65%. 4 Bank of Ireland 59%. 4 Ulster Bank 59%. 8 Santander 56%.
Services in branches in Northern Ireland. Ranking: 1 Nationwide 78%. 2 Barclays 72%. 3 Santander 71%. 4 Ulster Bank 69%. 5 Danske Bank 68%.

These results are from an independent survey carried out between July 2021 and June 2022 by Ipsos MORI as part of a regulatory requirement.

Santander 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: AIB, Bank of Ireland UK, Barclays, Danske Bank, Halifax, HSBC UK, Monzo, Nationwide, Santander,
Starling Bank, Ulster Bank.

Approximately 500 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.

5,550 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

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