Independent service quality survey results
Published February 2022
Personal current accounts
- Great Britain
As part of a regulatory requirement, an independent survey was conducted 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 January 2021 and December 2021 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, Clydesdale Bank*, first direct, Halifax, HSBC UK, Lloyds Bank, Metro Bank, Monzo, Nationwide, NatWest, Royal Bank of Scotland, Santander, Starling Bank, Tesco Bank, The Co-operative Bank, TSB, Virgin Money, Yorkshire Bank*.
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.
17078 people were surveyed in total.
Results are updated every six months, in August and February.
*Interviews with customers of Clydesdale Bank and Yorkshire Bank are reported as Virgin Money.
To find out more visit Ipsos.uk/personal-banking-service-quality
Overall service quality
Ranking Bank How likely customers would be to recommend their personal current account provider to friends and family 1= Monzo 81% 1= Starling Bank 81% 3 First Direct 79% 4 Metro Bank 74% 5 Nationwide 67% 6 Barclays 63% 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 86% 2 Monzo 85% 3 First Direct 81% 4 Halifax 79% 5= Metro Bank 78% 9 Barclays 75% Overdraft services
Ranking Bank How likely customers would be to recommend their provider's overdraft services to friends and family 1 First Direct 73% 2 Metro Bank 72% 3= Starling Bank 68% 3= Monzo 68% 5 Lloyds Bank 65% 9= Barclays 56% Services in branches
Ranking Bank How likely customers would be to recommend their provider's branch services to friends and family 1 Metro Bank 81% 2 Lloyds Bank 72% 3= Nationwide 70% 3= Halifax 70% 5= Santander 66% 7 Barclays 65%
- Northern Ireland
As part of a regulatory requirement, an independent survey was conducted to ask approximately 500 customers of each of the 10 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 2021 and December 2021 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, 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.
5060 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
Overall service quality
Ranking Bank How likely customers would be to recommend their personal current account provider to friends and family 1 Monzo 79% 2 Nationwide 71% 3= HSBC UK 68% 3= Barclays 68% 5 Santander 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 Monzo 85% 2= Barclays 82% 2= Santander 82% 4= Nationwide 80% 4= Halifax 80% Overdraft services
Ranking Bank How likely customers would be to recommend their provider's overdraft services to friends and family 1 Barclays 77% 2 HSBC UK 72% 3 Monzo 64% 4 Santander 61% 5 Danske Bank 60% Services in branches
Ranking Bank How likely customers would be to recommend their provider's branch services to friends and family 1 Nationwide 75% 2 Santander 73% 3 Barclays 72% 4 Halifax 71% 5 Ulster Bank 69%
These results are from an independent survey carried out between January 2021 and December 2021 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: Allied Irish Bank (GB), Bank of Scotland, Barclays, Handelsbanken, HSBC UK, Lloyds Bank, Metro Bank, NatWest, Royal Bank of Scotland, Santander, Starling Bank, The Co-operative Bank, TSB, 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.
16,922 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
Overall service quality
Ranking Bank How likely customers would be to recommend their business current account provider to other SMEs 1 Starling Bank 86% 2 Handelsbanken 75% 3 Metro Bank 68% 4 Santander 61% 5 Barclays 58% Online and mobile banking services
Ranking Bank How likely customers would be to recommend their provider's online and mobile banking services 1 Starling Bank 88% 2 Metro Bank 72% 3 Barclays 71% 4 Santander 70% 5 NatWest 69% 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 Starling Bank 84% 2 Handelsbanken 70% 3 Santander 67% 4 Metro Bank 67% 5 Bank of Scotland 59% 6 Barclays 58% Relationship/account management
Ranking Bank How likely customers would be to recommend their provider's relationship/account management to other SMEs 1 Handelsbanken 84% 2 Starling Bank 78% 3 Metro Bank 66% 4= Santander 61% 4= Barclays 59% 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 74% 2 Handelsbanken 66% 3= Santander 58% 3= Lloyds Bank 57% 5 Bank of Scotland 57% 8 Barclays 49%