Independent service quality survey results

Personal current accounts

 

Published February 2021

 

As part of a regulatory requirement, an independent survey was conducted to ask approximately 500 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 75%, 2 Barclays 66%, 3= Santander 65%, 3= Halifax 65%, 5 HSBC UK 64%, 8 AIB (NI) 54%

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= Halifax 83%, 1= Nationwide= 83%, 1= Santander 83%, 4 Barclays 81%, 5 Danske 80%, 8 AIB (NI) 68%

Overdraft Services

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

 

 

1 HSBC UK 70%, 2 Barclays 64%, 3 Halifax 62%, 4 Santander 59%, 5 Danske Bank 58%, 8 AIB (NI) 54%

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 78%, 2 Santander 77%, 3 HSBC UK 76%, 4 Danske Bank 72%, 5=Halifax 70% 9 AIB (NI) 59%

These results are from an independent survey carried out between January 2020 and December 2020 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 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.

 

4,533 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.