Independent service quality survey results

Personal current accounts

 

Published February 2020

 

As part of a regulatory requirement, an independent survey was conducted to ask approximately 435 customers of each of the 9 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 Nationwide 77%, 2 HSBC UK 75%, 3 Barclays 70%, 4 Halifax 68%, 5 Santander 67%, 9 AIB (NI) 47%

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 Nationwide 88%, 2= Santander 83%, 2= Barclays 83%, 4 Halifax 82%, 5 HSBC UK 81%, 9 AIB (NI) 69%

Overdraft Services

We asked customers how likely they would be to recommend their provider’s overdraft services to friends and family.     

 

 

1= Barclays 75%, 1= HSBC UK 75%, 3= Bank of Ireland 64%, 3= Santander 64%, 5 Halifax 63%, 8 AIB (NI) 40%

Services in branches

We asked customers how likely they would be to recommend their provider’s branch services to friends and family.     

 

Ranking

1 Nationwide 80%, 2 HSBC UK 75%, 3 Barclays 74%, 4 Halifax 72%, 5 Santander 71%, 9 AIB (NI) 59%

These results are from an independent survey carried out between Januray 2019 and December 2019 by Ipsos MORI 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 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 that they were ‘extremely likely’ or ‘very likely’ to recommend each service.

 

Participating providers: AIB *, Bank of Ireland UK, Barclays, Danske Bank, Halifax, HSBC UK, Nationwide, Santander, Ulster Bank.

 

Approximately 435 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.

 

3,901 people were surveyed in total.

 

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

 

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


To find out more visit
Ipsos.uk/personal-banking-service-quality

 

 

 

Information about current account services

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