Independent service quality survey results

Personal current accounts

Published August 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

Personal current accounts Overall service quality survey results. Ranking 1st place monzo 80%, 2nd place Starling Bank 79%, 3rd place first direct 78%, equal 4th place Nationwide 67%, equal 4th place Metro Bank 67%, equal 6th 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

Personal current accounts Online and mobile banking services survey results. Ranking 1st place Starling Bank 85%, 2nd place monzo 84%, 3rd place first direct 80%, 4th place Halifax 78%, 5th place Barclays 77%, equal 6th place Lloyds Bank 76%

Overdraft services

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

Ranking

Personal current accounts Overdraft services survey results. Ranking 1st place monzo 74%, 2nd place Starling Bank 73%, 3rd place first direct 72%, 4th place Metro Bank 66%, equal 5th place Bank of Scotland 63%, equal 5th place Lloyds Bank 63%

Services in branches

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

Ranking

Personal current accounts Services in branches survey results. Ranking 1st place Metro Bank 72%, equal 2nd place Bank of Scotland 69%, equal 2nd place Halifax 69%, 4th place Nationwide 68%, 5th place Lloyds Bank 67%

These results are from an independent survey carried out between July 2022 and June 2023 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.

16,046 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.