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Ratio of customers won or lost by Lloyds bank in the UK Q2 2018-Q1 2020

Founded in 1765, Lloyds Bank plc is a British retail and commercial bank that had more approximately 27 million customers at the end of 2017. As an indicator of customer satisfaction, no matter the size of a bank, it should be of concern if the number of customers switching away from a banks service outnumbers that of new customers switching to to the bank. During the first quarter of 2020, Lloyds bank saw a net loss of almost 11.5 thousand customers, one of the highest losses by a bank in the UK at that time. In context, seeing as Lloyds bank has millions of customers, this amounted to two customers switching away from the bank for every one customer joining the bank.

Ratio of customers gained or lost by Lloyds bank in the United Kingdom (UK) from the 2nd quarter 2018 to 1st quarter 2020

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Release date

July 2020


United Kingdom

Survey time period

2nd quarter 2018 to 1st quarter 2020

Supplementary notes

The source adds the following information: "This data includes personal customers, small businesses and small charities that have switched using the new Current Account Switch Service and received the benefits of the Guarantee and payment redirection services."

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Statistics on "Bank customer retention in the United Kingdom (UK)"

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