You are here: Home - Saving & Banking - News -

How customers rate their own bank

Written by: Max Liu
Metro Bank has come out top in a banking customer satisfaction survey.

Some 83% of personal banking customers said they would recommend Metro Bank, a coup for the challenger 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.

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 came bottom for overall services, with only 42% of their customers saying they would recommend the bank.

The Royal Bank of Scotland came in last place for overall service quality.

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.

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.

Overall service quality: the winners and losers

(% = how likely customers would be to recommend their bank to friends and family)


There are 0 Comment(s)

If you wish to comment without signing in, click your cursor in the top box and tick the 'Sign in as a guest' box at the bottom.

Your back-to-basics ISA guide for 2020/21

You have until 5 April to use up the remainder of this year’s ISA allowance before it’s gone for good. Her...

A guide to Sharia savings accounts

A number of Sharia savings products have upped their game in recent months, beating more familiar competitors ...

Five ways to get on the property ladder without the Bank of Mum and Dad

A report suggests the Bank of Mum and Dad is running low on funds. Fortunately, there are other options for st...

What will happen if rates change

How your finances will be impacted by a rise in interest rates.

Regular Savings Calculator

Small regular contributions can build up nicely over time.

Online Savings Calculator

Work out how your online savings can build over time.

Having a baby and your finances: seven top tips

We’re guessing the Duchess of Cambridge won’t be fretting about maternity pay or whether she’ll still be...

Protecting family wealth: 10 tips for cutting inheritance tax

Inheritance tax - sometimes known as 'death tax' - can cause even more heartache for bereaved families. But th...

Travel insurance: Five tips to ensure a successful claim

Ahead of your summer holiday, it’s important to make sure you have the right level of travel cover or you co...

Money Tips of the Week

Read previous post:
UK retail sales recover in January

Retail sales bounced back in January, following a challenging December.