Independent service quality survey results

Business current accounts

 

Published August 2020

 

As part of a regulatory requirement, an independent survey was conducted to ask approximately 600 customers of each of the 5 largest business current account providers if they would recommend their provider to other small and medium-sized enterprises (SMEs*). 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 business current account provider to other SMEs.                           

 

Ranking

1 Santander 66%, 2 Danske Bank 63%, 3 Ulster Bank 57%, 4 Bank of Ireland UK 50%, 5 AIB (NI) 49%

Online and mobile banking services

We asked customers how likely they would be to recommend their provider’s online and mobile banking services to other SMEs.

 

Ranking

1 Danske Bank 74%, 2 Santander 73%, 3 Ulster Bank 69%, 4 AIB (NI) 59%, 5 Bank of Ireland UK 57%

SME overdraft and loan services

We asked customers how likely they would be to recommend their provider’s SME overdraft and loan services to other SMEs.     

 

Ranking

1 Danske Bank 58%, 2 Ulster Bank 57%, 3 Santander 56%, 4 Bank of Ireland UK 50%, 5 Bank of Ireland UK AIB (NI) 45%

Relationship/account management 

We asked customers how likely they would be to recommend their provider’s relationship/account management to other SMEs.     

 

Ranking

1 Danske Bank 70%, 2 Santander 68%, 3 Ulster Bank 61%, 4 Bank of Ireland UK 58%, 5 AIB (NI) 55%

Services in branches and business centres

We asked customers how likely they would be to recommend their provider’s branch and business centre services to other SMEs.

 

 

Ranking

1 Danske Bank 67%, 2 Santander 61%, 3 Ulster Bank 57%, 4 Bank of Ireland UK 56%, 5 AIB (NI) 54%

These results are from an independent survey carried out between July 2019 and June 2020 by BVA BDRC as part of a regulatory requirement.

 

AIB has published this information at the request of the Competition and Markets Authority so you can compare the quality of service from business 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.

 

SME customers with business 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 business centres, SME overdraft and loan services and relationship/account management services to other SMEs.

 

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:AIB**, Bank of Ireland UK, Danske Bank, Santander, Ulster Bank.

 

Approximately 600 customers a year are surveyed across Northern Ireland and the Republic of Ireland for each provider; results are only published where at least 100 customers have provided an eligible score for that service in the survey period.

 

3,000 people were surveyed in total.

 

Results are updated every six months, in August and February.

 

*SMEs include businesses, clubs, charities and societies with an annual turnover/income of up to £25m (exclusive of VAT and other turnover-related taxes).

 

** Interviews with customers of First Trust Bank are now reported as AIB.

 

To find out more visit BVA-BDRC.com/products/business-banking-service-quality

 

 

 

Information about current account services

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

 

Supporting the needs of all our customers

Information on the key ways we support the needs of all personal current account customers can be found here.