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

Online and mobile banking services

overdraft services

services in branch

These results are from an independent survey carried out between February 2018 and December 2018 by GfK UK Limited as part of a regulatory requirement.

Santander UK 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 who said they were ’extremely likely’ or ‘very likely’ to recommend each service.

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

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.

16,023 people were surveyed in total.

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

To find out more visit GfK.com/personal-banking-service-quality

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 9 largest personal current account providers if they would recommend their provider to friends and family.

Overall service quality NI

Online and mobile banking services NI

Overdraft services NI

Services in branches

These results are from an independent survey carried out between February 2018 and December 2018 by GfK UK Limited as part of a regulatory requirement.

Santander UK 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 who said that they were ‘extremely likely’ or ‘very likely’ to recommend each service.

Participating providers: Bank of Ireland UK, Barclays Bank UK, Danske Bank, First Trust Bank, Halifax, HSBC UK, Nationwide, Santander UK and 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.

4,508 people were surveyed in total.

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

To find out more visit GfK.com/personal-banking-service-quality

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