Independent Service Quality Survey Results

Personal Current Accounts. Published February 2022

As part of a regulatory requirement, an independent survey was conducted to ask approximately 1,000 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: Joint 1st are Monzo and Starling Bank with 81%. 3rd is First Direct with 79%. 4th is Metro Bank with 74%. 5th is Nationwide with 67%. 17th Tesco Bank with 41%.
        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: 1st Starling Bank with 86%. 2nd Monzo with 85%. 3rd First Direct with 81%. 4th Halifax with 79%. Joint 5th are Metro Bank and Nationwide with 78%. 17th Tesco Bank with 55%
          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: 1st is First Direct with 73%. 2nd Metro Bank with 72%. Joint 3rd are Monzo, Starling Bank with 68%. 5th is Lloyds Bank with 65%. 17th Tesco Bank with 39%

            These results are from an independent survey carried out between January 2021 and December 2021 by Ipsos MORI as part of a regulatory requirement.

            Tesco Bank 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, Starling Bank, Tesco Bank, The Co-operative Bank, TSB and Virgin Money.

            Approximately 1,000 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.

            17,078 people were surveyed in total.

            Results are updated every six months, in August and February.

              The requirement to publish the Financial Conduct Authority Service Quality Information for personal current accounts can be found at: www.tescobank.com/current-accounts/useful-information/