Independent Service Quality Survey Results

Personal Current Accounts. Published August 2019

As part of a regulatory requirement, an independent survey was conducted to ask approximately 860 customers of each of the 16 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 Metrix
Online & Mobile Banking Service Quality Metrix
Overdraft Service Quality Metrix
Branch Service Quality Metrix

These results are from an independent survey carried out between July 2018 and June 2019 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, Clydesdale Bank, first direct, Halifax, HSBC UK, Lloyds Bank, Metro Bank, Nationwide, NatWest, Royal Bank of Scotland, Santander UK, Tesco Bank, The Co-operative Bank, TSB, Yorkshire Bank.

Approximately 860 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.

13,760 people were surveyed in total.

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