As part of a regulatory requirement, an independent survey was conducted in the Great Britain to ask approximately 1000 customers of each of the 17 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.
„These results are from an independent survey carried out between July 2023 and June 2024 by Ipsos as part of a regulatory requirement, and we have published this information at the request of the providers and 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.” – according to the press release.
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, among those who took part in the survey, of each provider who said they were ‘extremely likely’ or ‘very likely’ to recommend each service.
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Participating providers: Bank of Scotland, Barclays, Chase, 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 1000 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.
17,111 people were surveyed in total.
Results are updated every six months, in August and February.
Exclusions
The following cases are intended to be excluded from the sample provided by providers:
Those who have requested not to be contacted for research purposes
Customers aged under 16
In the case of GB providers, customers resident outside of England, Scotland or Wales
In the case of NI providers, customers resident outside NI or the Republic of Ireland
Customers associated with an account or accounts that are under third party control or
Power of Attorney
Private banking customers
Accounts with no customer-initiated or automated transactions (excluding notification of
interest or fees/charges) in the last 12 months
No telephone number (mobile or landline)
Accounts with a sort code related to an offshore branch
Stopped accounts; covering scenarios such as formal demand for repayment of a debt or
where legal/formal dispute proceedings are underway.
Banking 4.0 – „how was the experience for you”
„So many people are coming here to Bucharest, people that I see and interact on linkedin and now I get the change to meet them in person. It was like being to the Football World Cup but this was the World Cup on linkedin in payments and open banking.”
Many more interesting quotes in the video below:
