Independent service quality survey results

Personal current accounts

Published February 2023

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.

Overall service quality

We asked customers how likely they would be to recommend their personal current account provider to friends and family.

Ranking

Independent overall service quality survey results for 1st equal place Monzo 81%
Independent overall service quality survey results for 1st equal place Starling Bank 81%
Independent overall service quality survey results for 3rd place first direct 78%
Independent overall service quality survey results for 4th place Metro Bank 69%
Independent overall service quality survey results for 5th place Nationwide 68%
Independent overall service quality survey results for 7th equal place Lloyds Bank 64%

Online and mobile banking services

We asked customers how likely they would be to recommend their provider’s online and mobile banking services to friends and family.

Ranking

Independent online and mobile banking service survey results for 1st equal place Starling Bank 84%
Independent online and mobile banking service survey results for 1st equal place Monzo 84%
Independent online and mobile banking service survey results for 3rd equal place Bank of Scotland 78%
Independent online and mobile banking service survey results for 3rd equal place Halifax 78%
Independent online and mobile banking service survey results for 3rd equal place Barclays 78%
Independent online and mobile banking service survey results for 3rd equal place Lloyds Bank 78%

Overdraft services

We asked customers how likely they would be to recommend their provider’s overdraft services to friends and family.

Ranking

Independent overdraft service survey results for 1st place first direct 72%
Independent overdraft service survey results for 2nd place Starling Bank 70%
Independent overdraft service survey results for 3rd place Monzo 67%
Independent overdraft service survey results for 4th place Bank of Scotland 65%
Independent overdraft service survey results for 5th place Halifax 63%
Independent overdraft service survey results for 7th equal place Lloyds Bank 61%

Services in branches

We asked customers how likely they would be to recommend their provider’s branch services to friends and family.

Ranking

Independent services in branch survey results for 1st place Metro Bank 74%
Independent services in branch survey results for 2nd equal place Nationwide 71%
Independent services in branch survey results for 2nd equal place Bank of Scotland 71%
Independent services in branch survey results for 4th place Halifax 70%
Independent services in branch survey results for 5th place Lloyds Bank 66%

These results are from an independent survey carried out between January 2022 and December 2022 by Ipsos  as part of a regulatory requirement.

Lloyds Bank 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 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 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.

16,035 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

The requirement to publish the Financial Conduct Authority Service Quality Information for personal current accounts can be found here.