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What is the Service Quality survey?

This survey is one part of a set of initiatives set out for the Competition and Markets Authority (CMA) to make the banking industry more transparent.

The survey asks customers to rate the service from their provider so that you can compare customer opinions of the quality of service we and our competitors provide so that you are fully informed when taking out new products/services.

How are customers selected to take part in the Service Quality survey?

The survey is undertaken by an independent research agency and to ensure it remains unbiased; customers are randomly selected to take part.

What questions are customers being asked in the Service Quality survey?

  • The survey looks to obtain customer opinion on their Current Account services and asks the following questions. How likely they would be to recommend their:
    • Current account provider to friends and family.
    • Provider’s online and mobile banking services to friends and family.
    • Provider’s overdraft services to friends and family.
    • Provider’s branch services to friends and family.
  • Additionally Business Current Account customers were asked how likely they would be to recommend their providers relationship/account management to other SMEs.

Where can I see the Service Quality survey results?

You can see the full results online and via the app, as well as in the branches of all the participating providers.

I am a Windows mobile banking app user and I cannot see the results, why?

We have not updated the Windows app to link directly to the independent service quality survey results.

We sent you a text message describing where you can see these results online. Full results for Personal banking results here (opens in a new window) and Business banking results here (opens in a new window).

Who can I speak to, to discuss the Service Quality survey results?

We’d love to speak with you to discuss any concerns you may have.

If you would like to speak to someone about the results or the services in the survey you can get in touch with us by Webchat, Facebook, Twitter, via an online form, calling or writing to us, or by visiting your nearest branch.

Where can I view the full results of all providers included in the survey?

If you would like to view the full results, including those of other providers included in the survey, please visit:

Which banking providers are required to participate in this Service Quality survey?

All providers in Great Britain (England, Scotland and Wales) with more than 150,000 active Personal Current Accounts and 20,000 active Business Current Accounts are required to be included in the survey, and to publish the results.

In Northern Ireland, all providers with more than 20,000 active Personal Current Accounts and 15,000 active Business Current Accounts are included. At time of writing, the following providers fall under this remit:

Personal Results:

Participating providers in Great Britain (England, Scotland and Wales):

  • Barclays Bank UK
  • Bank of Scotland
  • Clydesdale Bank
  • The Co-Operative Bank
  • Coventry Building Society
  • first direct
  • Halifax
  • HSBC UK
  • Lloyds Bank
  • Metro Bank
  • Nationwide
  • NatWest
  • Royal Bank of Scotland
  • Santander UK
  • TSB
  • Yorkshire Bank

Participating providers in Northern Ireland: Bank of Ireland UK, Barclays Bank UK, Danske Bank, First Trust Bank, Halifax, HSBC UK, Nationwide, Santander UK and Ulster Bank.

Business Results:

Participating providers in Great Britain (England, Scotland and Wales):

  • Allied Irish Bank (GB)
  • Bank of Scotland
  • Barclays Bank UK
  • Clydesdale Bank
  • Handelsbanken
  • HSBC UK
  • Lloyds Bank
  • Metro Bank
  • NatWest
  • Royal Bank of Scotland
  • Santander UK
  • The Co-Operative Bank
  • TSB
  • Yorkshire Bank
Participating providers in Northern Ireland: Bank of Ireland UK, Danske Bank, First Trust Bank, Santander UK and Ulster Bank.

It is anticipated that more providers will join this list as and when they meet the requirements set out by the CMA.