Independent service quality survey results

Personal current accounts

 

Published August 2021

 

As part of a regulatory requirement, an independent survey was conducted to ask approximately 500 customers of each of the 10 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 Nationwide 73%, 3 Barclays 68%, 4 Halifax 67%, 5= HSBC UK 64%, 10 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 friends and family.

 

Ranking

1 Monzo 87%, 2= Halifax 83%, 2= Santander 83%, 4= Barclays 80%, 4= Nationwide 80%, 9 AIB (NI) 65%

Overdraft Services

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

 

 

1= Barclays 72%, 1= HSBC UK 72%, 3 Santander 64%, 4 Halifax 63%, 5 Nationwide 60%, 9 AIB (NI) 53%

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 73%, 2= Halifax 72%, 2 HSBC UK 72%, 4= Santander 70%, 4=Danske Bank 70% 9 AIB (NI) 57%

These results are from an independent survey carried out between July 2020 and June 2021 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, Monzo, Nationwide, Santander, Ulster Bank.

 

Approximately 500 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.

 

5,028 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

 

 

 

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.