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Independent service quality survey results

Published August 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 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 between July 2021 and June 2022 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, 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.

    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

  • 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 July 2021 and June 2022 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, 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

Business current accounts

As part of a regulatory requirement, an independent survey was conducted to ask customers of the 14 largest business current account providers if they would recommend their provider to other small and medium-sized enterprises (SMEs).

These results are from an independent survey carried out between July 2021 and June 2022 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.

17,750 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