Independent service quality survey results

Personal current accounts

Published August 2022

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 Starling Bank 81%
Independent overall service quality survey results for 1st equal place Monzo 81%
Independent overall service quality survey results for 3rd place first direct 78%
Independent overall service quality survey results for 4th place Metro Bank 72%
Independent overall service quality survey results for 5th place Nationwide 68%
Independent overall service quality survey results for 8th place Lloyds Bank 61%

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 place Starling Bank 85%
Independent online and mobile banking service survey results for 2nd place Monzo 83%
Independent online and mobile banking service survey results for 3rd place Halifax 79%
Independent online and mobile banking service survey results for 4th place first direct 78%
Independent online and mobile banking service survey results for 5th equal place Lloyds Bank 77%

 

 

 

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 74%
Independent overdraft service survey results for 2nd place Metro Bank 70%
Independent overdraft service survey results for 3rd place Starling Bank 69%
Independent overdraft service survey results for 4th place Monzo 64%
Independent overdraft service survey results for 5th place Lloyds Bank 62%

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 79%
Independent services in branch survey results for 2nd place Nationwide 72%
Independent services in branch survey results for 3rd place Halifax 69%
Independent services in branch survey results for 4th place Lloyds Bank 68%
Independent services in branch survey results for 5th place Bank of Scotland 67%

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

16,061 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

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