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How customers rate their own bank

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Written by: Max Liu
18/02/2019
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)

 

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