Independent service quality survey results

Business current accounts

 

Published February 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 Handelsbanken 76%, 2 Metro Bank 66%, 3 Santander 63%, 4 Barclays 60%, 5 NatWest 59%, 14 Allied Irish Bank (GB) 46%

 

 

 

 

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 Barclays 75%, 2 NatWest 73%, 3 Metro Bank 72%, 4= Lloyds Bank 70%, 4= Santander 70%, 13 Allied Irish Bank (GB) 44%

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 Handelsbanken 73%, 2 Metro Bank 66%, 3 Yorkshire Bank  65%, 4 Santander 63%, 5 NatWest 62%, 13 Allied Irish Bank (GB) 52%

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 86%, 2 Santander 64%, 3 Metro Bank 63%, 4 NatWest 60%, 5 Barclays 58%, 7= Allied Irish Bank (GB) 56% 

 

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 72%, 2 Handelsbanken 69%, 3=Bank of Scotland 58%, 3= TSB 58%, 3= Lloyds Bank 58%, 14 Allied Irish Bank (GB) 39% 

These results are from an independent survey carried out between January 2020 and December 2020 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, The Co-operative Bank, TSB, 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.

 

16,800 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).

 

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.