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Banks quality of service – latest results published

  • 18/02/2019
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Banks quality of service – latest results published
The second set of banking customer satisfaction results have been published today, following an independent survey of thousands of personal and small business customers.


The survey was split into personal and business account holders. Customers were asked if they would recommend their bank in five key categories and the results are published in league tables.

There was good news for Metro Bank which came top for overall service among personal customers and rated highly in other categories, including online banking and services in branch.

Eighty-three per cent of personal banking customers said they would recommend Metro Bank, a coup for the bank that was only established in 2010.

First Direct also scored highly with personal customers, being voted best for overdraft services as well as online and mobile banking.


Best for business


Among business customers, Swedish bank Handelsbanken received glowing feedback, as they were rated best in four out of five categories. They only business banking category in which they didn’t come top was online and mobile services, where Barclays lead the way.

TSB were among the banks where dramatic improvement is needed. They will be alarmed to have come bottom for overall services, as only 42% of their customers said they would recommend the bank.

The independent survey was carried out between February and December 2018 by GfK UK Limited. It is the second set of results to be published, following the first in August last year.

It was introduced as a measure to improve the quality of UK banking by the Competition and Markets Authority (CMA), following its market investigation into the banking sector in 2016.

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