Independent service quality survey results
Published February 2024
Personal current accounts
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Great Britain
As part of a regulatory requirement, an independent survey was conducted to ask approximately 1,000 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.
These results are from an independent survey carried out between January 2023 and December 2023 by Ipsos MORI Limited as part of a regulatory requirement.
Barclays 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're 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 and 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.
16,088 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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Overall service quality
Ranking Bank How likely customers would be to recommend their personal current account provider to friends and family 1 Monzo 80% 2 Starling Bank 78% 3 First Direct 77% 4 Nationwide 69% 5 Halifax 66% 9 Barclays 59% Online and mobile services
Ranking Bank How likely customers would be to recommend their provider's online and mobile banking services to friends and family 1= Starling Bank 84% 1= Monzo 84% 3 First Direct 80% 4 Halifax 79% 5 Lloyds Bank 77% 7 Barclays 73% Overdraft services
Ranking Bank How likely customers would be to recommend their provider's overdraft services to friends and family 1 Starling Bank 77% 2 Monzo 74% 3 First Direct 71% 4= Lloyds Bank 67% 4= Metro Bank 67% 10 Barclays 56% Services in branches
Ranking Bank How likely customers would be to recommend their provider's branch services to friends and family 1= Nationwide 74% 1= Metro Bank 74% 3 Lloyds Bank 70% 4 Bank of Scotland 69% 5 Halifax 68% 8 Barclays 59%
These results are from an independent survey carried out between January 2023 and December 2023 by BVA BDRC as part of a regulatory requirement.
Barclays have published this information at the request of the Competition and Markets Authority so you can compare the quality of service from business 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.
SME customers with business 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 business centres, SME overdraft and loan services and relationship/account management services to other SMEs.
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, Handelsbanken, HSBC UK, Lloyds Bank, Metro Bank, Monzo, NatWest, Royal Bank of Scotland, Santander, Starling Bank, The Co-Operative Bank, Tide, TSB and Virgin Money.
Approximately 1,200 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.
17,700 people were surveyed in total.
Results are updated every six months, in August and February.
*SMEs include businesses, clubs, charities and societies with an annual turnover/income of up to £25m (exclusive of VAT and other turnover-related taxes).
To find out more visit www.BVA-BDRC.com/business-banking-service-quality
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Overall service quality
Ranking Bank How likely customers would be to recommend their business current account provider to other SMEs 1= Monzo 84% 2 Starling Bank
83% 3= Tide 74% 3= Handelsbanken 74% 5 Metro Bank 65% 14 Barclays 47% Online and mobile banking services
Ranking Bank How likely customers would be to recommend their provider's online and mobile banking services 1 Monzo 88% 2 Starling Bank 86% 3 Tide 77% 4 Natwest
69% 5 Lloyds Bank 68% 8 Barclays 64% SME overdraft and loan services
Ranking Bank How likely customers woulf br to recommend their provider's SME overdraft and loan services to other SMEs 1 Handelsbanken 65% 2 Lloyds Bank 60% 3 Natwest
55% 4= HSBC UK 52% 4= Santander 52% 8 Barclays 46% Relationship/account management
Ranking Bank How likely customers would be to recommend their provider's relationship/account management to other SMEs 1 Handelsbanken 82% 2 Monzo 78% 3 Starling Bank 71% 4 Tide 66% 5 Metro Bank 65% 14 Barclays 43% Services in brances and business centres
Ranking Bank How likely customers would be to recommend their provider's branch and business centre services to other SMEs 1 Metro Bank 71% 2 Handelsbanken 65% 3 Lloyds Bank 56% 4 Bank of Scotland 52% 5 Natwest 51% 11 Barclays 37%
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Northern Ireland
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.
These results are from an independent survey carried out between between January 2023 and December 2023 by Ipsos MORI as part of a regulatory requirement.
Barclays 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 that 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 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.
5,535 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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Overall services quality
Ranking Bank How likely customers would be to recommend their personal current account provider to friends and family 1 Monzo 80% 2 Starling Bank 76% 3 Nationwide 67% 4= Barclays 66% 4= Halifax 66% Online and mobile banking services
Ranking Bank How likely customers would be to recommend their provider's online and mobile banking services to friends and family 1 Starling Bank 84% 2= Monzo 83% 2= Halifax 83% 4 HSBC UK 80% 5 Barclays 79% Overdraft services
Ranking Bank How likely customers would be to recommend their provider's overdraft services to friends and family 1 Monzo 75% 2 Halifax 71% 3= Barclays 70% 3= HSBC UK 70% 5 Santander 63% Services in branches
Ranking Bank How likely customers would be to recommend their provider's branch services to friends and family 1= Nationwide 72% 1= Halifax 72% 3 Barclays 70% 4 Danske Bank 67% 5 Santander 64%
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