Independent service quality survey results

As part of a regulatory requirement, an independent survey was conducted to ask customers of the largest business current account providers if they would recommend their provider to other small and medium-sized enterprises (SMEs*). We have published the August 2019 independent service quality results.

Quality Survey

Great Britain

Business current accounts - published August 2019

As part of a regulatory requirement, an independent survey was conducted to ask 1,200 customers 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.

Service

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.

Online

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.

Overdraft

Relationship/account management

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

Rel

Services in branches

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

Service in branches

These results are from an independent survey carried out between July 2018 and June 2019 by BVA BDRC as part of a regulatory requirement.

Santander UK have 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 UK, The Co-Operative Bank, TSB and 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 BDRC-group.com/business-banking-service-quality

Northern Ireland

Business current accounts - published August 2019

As part of a regulatory requirement, an independent survey was conducted to ask approximately 600 customers of each of the 5 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.

service NI

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.

Online banking NI

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.

Overdraft NI

Relationship/account management

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

Rel NI

Services in branches

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

Services in branches NI

These results are from an independent survey carried out between July 2018 and June 2019 by BVA BDRC as part of a regulatory requirement.

Santander UK have 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 these who took part in the survey, who said they were ‘extremely likely’ or ‘very likely’ to recommend each service.

Participating providers: Bank of Ireland UK, Danske Bank, First Trust Bank, Santander UK and Ulster Bank.

Approximately 600 customers a year are surveyed across Northern Ireland and the Republic of Ireland for each provider; results are only published where at least 100 customers have provided an eligible score for that service in the survey period.

3,000 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).

To find out more visit BDRC-group.com/business-banking-service-quality

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