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Ratio of customers won or lost by Nationwide Building Society in the UK 2018-2020

At the end of 2017, Nationwide Building Society had more than15 million customers worldwide. As an indicator of customer satisfaction, no matter the size of a bank, one concern should be that of the number of customers switching away from a banks service outnumbering that of new customers switching to to the bank. During the first quarter of 2020, Nationwide Building Society bank saw a net gain of approximately 23 thousand customers, one of the highest gains seen by a bank in the UK at that time reporting to the Current Account Switch Service in the UK. For a bank that has so many customers, to see two customers joining the bank for every one leaving is impressive, although higher ratios were seen, especially by online disruptors Monzo and Starling.

Ratio of customers gained or lost by Nationwide Building Society 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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