UK banking services: client assessment of services survey

This statistic presents the results of clients assessment of their current account providers, where clients were asked to evaluate the selection and delivery of various financial services. Performance of current account providers was rated highest (at 8.0) for 'comfort of account management', 'knowledgeable staff' and 'speedy efficient service'. Providers´ 'appropriate recommendations' were rated relatively low, at 6.6, similarly to the 'sustainability of the business'.

Client assessment of performance of banking services in the United Kingdom (UK) in 2014

Characteristic	Scale*
Polite & Knowledgeable staff	8
Speedy & Efficient Service	8
Comfortable account management	8
Clear & Transparent	7.8
Contact with bank at comfortable time	7.6
Broad product range	7
Appealing Brand	6.9
Personalised Services	6.9
Value for money	6.9
Competitive pricing	6.8
Ethical & Sustainable	6.6
Appropriate Recommendations	6.6

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Release date

July 2014

More information

Region

United Kingdom

Survey time period

March 2014

Number of respondents

3,604 respondents

Age group

18 years and older

Special properties

Current account holders

Method of interview

Online survey

Supplementary notes

Customers rated various aspects of services provided by their banks, answering the question: ‘How important are the following factors to you when selecting a current account provider, and how well does your current provider deliver against these factors?’ by assigning a number out of 10.
* The bars show the ‘average’ score across the UK survey base.

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