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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 1000 customers of each of the 17 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.

Graph showing the results of the CMA scoring of UK banks in the Overall Service Quality category. The CMA asked customers how likely they would be to recommend their personal current account provider to friends and family. The rankings with percentage scores are: 1 Monzo, with 85%. 2 First Direct, with 83%. 3 Starling Bank with 82%. 4 Metro Bank, with 76%. 5 Nationwide, with 71%.
Graph showing the results of the CMA scoring of UK banks in the Online and Mobile Banking Services category. The CMA asked customers how likely they would be to recommend their provider's online and mobile banking services to friends and family. The rankings with percentage scores are: 1 Monzo, with 89%. 2 Starling Bank, with 87%. 3 First Direct, 84%. 4 Nationwide, with 82%. 5 Barclays, with 81%.
Graph showing the results of the CMA scoring of UK banks in the Overdraft Services category. The CMA asked customers how likely they would be to recommend their provider's overdraft services to friends and family. The rankings with percentage scores are: Joint 1st Metro Bank and First Direct, with 69%. 3 Monzo, with 66%. 4 Starling Bank, with 65%. 5 Barclays, with 61%.
Image showing that Monzo didn't receive a score from the CMA for the Services in Branches category because Monzo doesn't have any branches.

These results are from an independent survey carried out between January 2020 and December 2020 by Ipsos MORI as part of a regulatory requirement.

Monzo 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 they were ’extremely likely’ or ‘very likely’ to recommend each service.

Participating providers: Bank of Scotland, Barclays, first direct, Halifax, HSBC UK, Lloyds Bank, Metro Bank, Monzo, Nationwide, NatWest, Royal Bank of Scotland, Santander UK, Starling Bank, Tesco Bank, The Co-operative Bank, TSB, and Virgin Money.

Approximately 1000 customers a year are surveyed across Great Britain for each provider; results are only published where at least 100 customers have provided an eligible score for that service in the survey period.

17,069 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

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