Independent service quality survey results

Business current accounts

As part of a regulatory requirement, an independent survey was conducted to ask customers (approximately 1,200 in Great Britain and approximately 600 in Northern Ireland) of each of the largest business current account providers (14 in Great Britain and 5 in Northern Ireland) 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.

Great Britain

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.

Overall service quality

  

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 and mobile banking services

 

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.

SME overdraft and loan services

 

Relationship/account management

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

Relationship/account management

  

Service 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.

Services in branches

 

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

Santander 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 BVA-BDRC.com/business-banking-service-quality

 

Northern Ireland

Business current accounts - published August 2021

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.

Overall service quality

  

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 and mobile banking services

  

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.

SME overdraft and loan services

  

Relationship/account management

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

Relationship/account management

  

Service 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.

Services in branches

 

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

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

Participating providers: AIB, Bank of Ireland UK, Danske Bank, Santander, 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 BVA-BDRC.com/business-banking-service-quality