Independent service quality survey results

Business current accounts

 

Published August 2021

 

As part of a regulatory requirement, an independent survey was conducted to ask approximately 1,200 customers of each of the 14 largest business current account providers if they would recommend their provider to other small and medium-sized enterprises (SMEs*). The results represent the view of customers who took part in the survey.

Overall service quality

We asked customers how likely they would be to recommend their business current account provider to other SMEs.                           

 

Ranking

1 Starling Bank 75%, 2 Handelsbanken 75%, 3 Metro Bank 69%, 4 Santander 60%, 5 =Barclays 60%, 14 Allied Irish Bank (GB) 44%

 

 

 

 

Online and mobile banking services

We asked customers how likely they would be to recommend their provider’s online and mobile banking services to other SMEs.

 

Ranking

1 Starling Bank 89%, 2 Barclays 75%, 3 Metro Bank 73%, 4 NatWest 72%, 5 Lloyds Bank 71%, 13 Allied Irish Bank (GB) 41%

SME overdraft and loan services

We asked customers how likely they would be to recommend their provider’s SME overdraft and loan services to other SMEs.     

 

Ranking

1 Starling Bank 84%, 2 Metro Bank 70%, 3 Handelsbanken  69%, 4 Santander 68%, 5 Bank of Scotland 62%, 13 Allied Irish Bank (GB) 54%

Relationship/account management 

We asked customers how likely they would be to recommend their provider’s relationship/account management to other SMEs.     

 

Ranking

1 Handelsbanken 84%, 2 Starling Bank 80%, 3 Metro Bank 66%, 4= Santander 61%, 4= Barclays 61%, 11 Allied Irish Bank (GB) 53% 

 

Services in branches and business centres

We asked customers how likely they would be to recommend their provider’s branch and business centre services to other SMEs.

 

 

Ranking

1 Metro Bank 73%, 2 Handelsbanken 67%, 3=Bank of Scotland 59%, 3= Santander 59%, 5 Bank of Scotland 57%, 13 Allied Irish Bank (GB) 37% 

These results are from an independent survey carried out between July 2020 and June 2021 by BVA BDRC as part of a regulatory requirement.

 

Allied Irish Bank (GB) has published this information at the request of the Competition and Markets Authority so you can compare the quality of service from business 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.

 

SME customers with business 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 business centres, SME overdraft and loan services and relationship/account management services to other SMEs.

 

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: Allied Irish Bank (GB), Bank of Scotland, Barclays, Clydesdale Bank**, Handelsbanken, HSBC UK, Lloyds Bank, Metro Bank, NatWest, Royal Bank of Scotland, Santander, Starling Bank, The Co-operative Bank, TSB,  Virgin Money, Yorkshire Bank**.

 

Approximately 1,200 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.

 

18,000 people were surveyed in total.

 

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

 

*SMEs include businesses, clubs, charities and societies with an annual turnover/income of up to £25m (exclusive of VAT and other turnover-related taxes).

 

**Interviews with customers of Clydesdale Bank and Yorkshire Bank are reported as Virgin Money.

 

To find out more visit www.bva-bdrc.com/products/business-banking-service-quality 

 

 

 

Information about current account services

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

 

Supporting the needs of all our customers

Information on the key ways we support the needs of all personal current account customers can be found here.