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UK banking services survey: client assessment of various services offered by banks
UK banking services survey: client assessment of various services offered by banks
Client assessment of performance of banking services in the United Kingdom (UK) in 2014
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
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| 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 |
| 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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Description
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More information
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'.
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- Release date
- July 2014
- 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.
Source
- Show sources information
- Show publisher information
- 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.
Other statistics on the topic
Current account holder satisfaction levels for UK-operating banks in 2018
Selected European countries ranked by retail banking customer satisfaction 2016
Current account switches of United Kingdom (UK) banks Q3 2018, by gain or loss
Current bank account switching numbers in the United Kingdom (UK) 2016-2018
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Bank customer retention in the United Kingdom (UK)
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Statistics on "Bank customer retention in the United Kingdom (UK)"
- Bank client overall experience
The most important statistics
- Factors influencing customers' choice of bank in Western and Central Europe as of 2014Reasons for choosing a bank among customers in Western and Central Europe 2014
- Share of retail bank customers with positive banking experience in selected European countries as of 2016Selected European countries ranked by retail banking customer satisfaction 2016
- Retail banking experience of Millennial (Generation Y) customers in Western and Central Europe from 2015 to 2016Millennial bank customers experience in Western and Central Europe 2015-2016
- Client assessment of performance of banking services in the United Kingdom (UK) in 2014UK banking services survey: client assessment of various services offered by banks
- Client satisfaction with current bank in the United Kingdom (UK) from 2011 to 2014Survey: client satisfaction with current bank in the United Kingdom (UK) 2011-2014
- Bank client generalized sentiments towards their banks in United Kingdom (UK) between 2011 and 2014Banking services survey: client sentiments towards their banks in the UK
- Bank customers connectedness with bank in the United Kingdom (UK) in 2014Bank customer connectedness levels in the United Kingdom (UK) as of 2014
- Bank account switching
The most important statistics
- Number of customers switching their current bank account providers in the United Kingdom (UK) from January 2016 to December 2018Current bank account switching numbers in the United Kingdom (UK) 2016-2018
- Annual number of customers switching their current bank account provider in the United Kingdom (UK) from 2012 to 2018 (in millions)Yearly current bank account switching numbers in the United Kingdom (UK) 2012-2018
- Share of bank clients who switched main current bank account in the United Kingdom (UK) between 2011 and 2014Percentage of bank clients' switched main current bank account in the UK 2011-2014
- Customers intending to switch their current bank in the United Kingdom (UK), as of May 2014UK banking: customer switching intentions 2013-2014
- Percentage of consumers who would switch service provider after one incidence of bad customer service in the United Kingdom (UK) in 2013, by organisation typeConsumers switching service provider after bad customer service in the UK 2013
- Likelihood of switching current bank account if all banks charged fees in the United Kingdom (UK) from 2013 to 2014 UK banking: customer switching intentions if all banks charged fees in 2013-2014
- Likelihood of customers staying with primary retail bank for Western and Central European countries as of 2016Likelihood of customer loyalty to primary retail bank in Europe 2016
- Number of current account customers gained and lost by leading banks in the United Kingdom (UK) via "current account switch service" (CASS) in the 3rd quarter 2018Current account switches of United Kingdom (UK) banks Q3 2018, by gain or loss
- Customer satisfaction score
The most important statistics
- Customer loyalty score to their primary retail bank in the United Kingdom (UK) in 2014Loyalty score of retail bank according to clients in the UK in 2014
- Leading high street banks and savings brands ranked by BrandIndex Index score in the United Kingdom (UK) from July 2017 to June 2018Leading high street banks and savings brands ranked by BrandIndex in the UK 2018
- Banks operating in the United Kingdom (UK) ranked by current account customer satisfaction as of September 2018Current account holder satisfaction levels for UK-operating banks in 2018
- Leading banks in the United Kingdom (UK) in 2014, ranked by credit card holder satisfactionLeading banks by credit card holder satisfaction in the UK 2014
- Leading banks in the United Kingdom (UK) in 2014, by satisfaction levels of savings account holdersLeading banks according to saving account holders satisfaction level in the UK 2014
- Customer complaints
The most important statistics
- Share of bank clients who complained to the main current bank account provider in the United Kingdom (UK) between 2011 and 2014Share of UK bank clients complained to main current bank account provider 2011-2014
- Total number of complaints regarding the banking products and services* in the United Kingdom (UK) from 1st half 2010 to 1st half 2018 (in 1,000s)Banking products related complaints in the United Kingdom (UK) H1 2010-H1 2018
- Distribution of complaints regarding banking and credit card services in the United Kingdom (UK) in the 1st half of 2018, by cause of complaintBanking products related complaints in the United Kingdom (UK) H1 2018, by cause
- Number of banking & credit cards services customer complaints in the United Kingdom (UK) in the first half of 2018, by companyCustomer complaints against banking services in the UK in H1 2018, by company
- Share of new complaints to the Financial Ombudsman regarding banking services and products in the United Kingdom (UK) from 2009/10 to 2017/18New complaints regarding banking products in the UK 2009/10-2017/18
- Number of complaints to the Financial Ombudsman regarding the United Kingdom (UK) leading banks as of the second quarter of 2017*Number of complaints regarding UK leading banks Q2 2017
- Share of complaints regarding banking and credit matters submitted to the Financial Ombudsman in the United Kingdom (UK) from 2016/17 to 2017/18, by complaint focusBanking and credit issues complaints in the UK 2016/17-2017/18, by focus
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Further Content: Statistics, Studies, and Topic Pages
Statistics
- UK banking services survey: client opinion on importance of various banking services
- Client recommendation of current bank in the United Kingdom (UK) 2011-2015
- Characteristics of the ideal bank in France 2016
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- UK banking service survey: client opinion on the 'Everyday' bank in 2014, by age
- British banks: customer opinion distribution in the UK 2014
- Customer retention due to social media banking in Europe 2014
- Opinion on the sufficiency of banking products choice in Great Britain (UK) 2014
- Retail banking: customer experience index in Central and Eastern Europe 2016
- Retail banking: customer experience index in Western Europe 2016
- Italy: satisfaction with online banking services 2018
- Public satisfaction level of Prince William in the United Kingdom (UK) in 2016
- Importance of problem handling quality and speed by main current account bank UK 2015
- Satisfaction with value for money for mobile services UK 2014
- Italy: judgment on health system quality 2016
- Customer experience - ranking of U.S. industries 2012-2013
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Statistics on "Bank customer retention in the United Kingdom (UK)"
- Factors influencing customers' choice of bank in Western and Central Europe as of 2014
- Share of retail bank customers with positive banking experience in selected European countries as of 2016
- Retail banking experience of Millennial (Generation Y) customers in Western and Central Europe from 2015 to 2016
- Client assessment of performance of banking services in the United Kingdom (UK) in 2014
- Client satisfaction with current bank in the United Kingdom (UK) from 2011 to 2014
- Bank client generalized sentiments towards their banks in United Kingdom (UK) between 2011 and 2014
- Bank customers connectedness with bank in the United Kingdom (UK) in 2014
- Number of customers switching their current bank account providers in the United Kingdom (UK) from January 2016 to December 2018
- Annual number of customers switching their current bank account provider in the United Kingdom (UK) from 2012 to 2018 (in millions)
- Share of bank clients who switched main current bank account in the United Kingdom (UK) between 2011 and 2014
- Customers intending to switch their current bank in the United Kingdom (UK), as of May 2014
- Percentage of consumers who would switch service provider after one incidence of bad customer service in the United Kingdom (UK) in 2013, by organisation type
- Likelihood of switching current bank account if all banks charged fees in the United Kingdom (UK) from 2013 to 2014
- Likelihood of customers staying with primary retail bank for Western and Central European countries as of 2016
- Number of current account customers gained and lost by leading banks in the United Kingdom (UK) via "current account switch service" (CASS) in the 3rd quarter 2018
- If you were to switch banks, would you consider a bank with no branch locations?
- Customer loyalty score to their primary retail bank in the United Kingdom (UK) in 2014
- Leading high street banks and savings brands ranked by BrandIndex Index score in the United Kingdom (UK) from July 2017 to June 2018
- Banks operating in the United Kingdom (UK) ranked by current account customer satisfaction as of September 2018
- Leading banks in the United Kingdom (UK) in 2014, ranked by credit card holder satisfaction
- Leading banks in the United Kingdom (UK) in 2014, by satisfaction levels of savings account holders
- Share of bank clients who complained to the main current bank account provider in the United Kingdom (UK) between 2011 and 2014
- Total number of complaints regarding the banking products and services* in the United Kingdom (UK) from 1st half 2010 to 1st half 2018 (in 1,000s)
- Distribution of complaints regarding banking and credit card services in the United Kingdom (UK) in the 1st half of 2018, by cause of complaint
- Number of banking & credit cards services customer complaints in the United Kingdom (UK) in the first half of 2018, by company
- Share of new complaints to the Financial Ombudsman regarding banking services and products in the United Kingdom (UK) from 2009/10 to 2017/18
- Number of complaints to the Financial Ombudsman regarding the United Kingdom (UK) leading banks as of the second quarter of 2017*
- Share of complaints regarding banking and credit matters submitted to the Financial Ombudsman in the United Kingdom (UK) from 2016/17 to 2017/18, by complaint focus
- Client assessment of importance of banking services in 2014, United Kingdom (UK)
- Share of clients who recommended their current bank in the United Kingdom (UK) 2011-2015
- Characteristics of the ideal bank model according to French people in May 2016
- Share of French customers going to a bank branch several times a month between 2014 and 2016, by age group
- Ranking of the most used digital banking services in France in 2016
- Percentage of clients purchase a new product in their current bank in the United Kingdom (UK) 2011-2014
- Client opinion on the new ways of banking in the United Kingdom (UK) as of 2014
- Bank customer opinion on usage of the 'Everyday' bank in the United Kingdom (UK) in 2014, by age group
- British customer opinions of their main bank services in Great Britain (UK) as of June 2014
- Impact of social media banking on customer retention in Western and Central Europe as of 2014
- Customer opinion distribution on the sufficiency of products and services offered by Great Britain (UK) banks as of June 2014
- Retail banking customer experience index level for selected Central and Eastern European countries as of 2016 (in index points)
- Retail banking customer experience index level for selected Western European countries as of 2016 (in index points)
- To what extent are you satisfied with your bank's online banking services?
- Are you satisfied or dissatisfied with the way Prince William is doing his job as Duke of Cambridge?
- Customer opinion on the importance of the speed and quality of problem handling by their main bank in the United Kingdom (UK) in 2015
- Satisfaction with value for money for mobile services in the United Kingdom (UK) as of March 2014
- Thinking about public welfare, what judgment would you give to the Italian health system?
- Ranking of U.S. industries based on customers' satisfaction with service in 2012 and 2013
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