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Independent service quality survey results

Personal current accounts

Published August 2024

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: 1 Monzo 80% 2 Starling bank 79% 3 Chase 78% 4 first direct 74% 5 Nationwide 70%.
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: 1 Monzo 85% equal 2 Starling Bank 83% equal 2 Chase 83% 4 Halifax 80% 5 first direct 79%.
Overdraft services. We asked customers how likely they would be to recommend their provider’s overdraft services to friends and family. Ranking: equal 1 Starling Bank 74% equal 1 Monzo 74% 3 Lloyds Bank 73% 4 first direct 71% 5 Halifax 67%.
Services in branches. We asked customers how likely they would be to recommend their provider’s branch services to friends and family. First direct do not operate a branch network.

These results are from an independent survey carried out between July 2023 and June 2024 by Ipsos as part of a regulatory requirement.

first direct 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, Chase, 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.

17,111 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

Find out more about the additional ways we can support our personal current account customers.

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