Independent service quality survey results

Personal current accounts

Published February 2021

As part of a regulatory requirement, an independent survey was conducted to ask approximately 1,000 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.

Overall service quality

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

Ranking

Overall service quality - 1st Monzo - 85%
Overall service quality - 2nd first direct - 83%
Overall service quality - 3rd Starling Bank - 82%
Overall service quality - 4th Metro Bank - 76%
Overall service quality - 5th Nationwide - 71%
Overall service quality - 7th 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

Online and mobile banking services - 1st Monzo - 89%
Online and mobile banking services - 2nd Starling Bank - 87%
Online and mobile banking services - 3rd first direct - 84%
Online and mobile banking services - 4th Nationwide - 82%
Online and mobile banking services - 5th Barclays - 81%
Online and mobile banking services - 7th Lloyds Bank - 79%

Overdraft services

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

Ranking

Overdraft services - 1st Metro Bank - 69%
Overdraft services - 1st first direct - 69%
Overdraft services - 3rd Monzo - 66%
Overdraft services - 4th Starling Bank - 65%
Overdraft services - 5th Barclays - 61%
Overdraft services - 6th Lloyds Bank - 60%

Services in branches

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

Ranking

Branch services - 1st Metro Bank - 82%
Branch services - 2nd Nationwide - 76%
Branch services - 3rd Bank of Scotland - 70%
Branch services - 3rd Halifax - 70%
Branch services - 5th Lloyds Bank - 69%

These results are from an independent survey carried out between January 2020 and December 2020 by Ipsos MORI 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, 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 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.

17,069 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