Business banking service quality - Great Britain

Independent service quality survey results

Business current accounts

Date Published: February 2020

These results are from an independent survey carried out between January and December 2019 by BVA BDRC as part of a regulatory requirement, and we have published this information at the request of the providers and 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.

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.

To go straight to a particular set of results, click the links below.

 

Alternatively, you can download the full results as a PDF here.

To learn more about the survey, click here.

You can learn more about the personal banking service quality here.

 

Overall service quality

GB Overall Feb 2020

Online and mobile banking services

GB Online Mobile Feb 2020

SME overdraft and loan services

GB Overdraft Feb 2020

Relationship/account management

GB relationship/account man Feb 2020

Service in branches and business centres

GB in branch Feb 2020

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).

If you'd like to learn more about the methodology used, you can download a detailed guide here.

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