Current account holder satisfaction levels for UK-operating banks in 2018

Banks operating in the United Kingdom (UK) ranked by current account customer satisfaction as of September 2018

Current account holder satisfaction levels for UK-operating banks in 2018 This statistic illustrates the average customer satisfaction score for leading banks in the United Kingdom (UK), according to the Which? customer satisfaction survey as of September 2018. It can be seen that at that time 84 percent of customers of First Direct were satisfied with the banks' services and products, and willing to recommend it to their friends. Nationwide and Marks and Virgin completed the top three, with 76 percent and 73 percent customer satisfaction respectively. HSBC was the bank with the lowest customer satisfaction of those included in the survey, with a satisfaction score of 63 percent as of September 2018.
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Banks operating in the United Kingdom (UK) ranked by current account customer satisfaction as of September 2018

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Bank average score
First Direct84%
Nationwide76%
Virgin Money73%
Smile72%
TSB Bank72%
Marks and Spencer Bank71%
Co-operative Bank71%
Metro Bank71%
Danske Bank69%
Yorkshire Bank68%
Tesco Bank68%
Bank of Scotland67%
Barclays Bank67%
Clydesdale Bank67%
Halifax66%
Natwest66%
Lloyds Bank66%
Santander65%
Citibank64%
HSBC63%
Bank average score
First Direct84%
Nationwide76%
Virgin Money73%
Smile72%
TSB Bank72%
Marks and Spencer Bank71%
Co-operative Bank71%
Metro Bank71%
Danske Bank69%
Yorkshire Bank68%
Tesco Bank68%
Bank of Scotland67%
Barclays Bank67%
Clydesdale Bank67%
Halifax66%
Natwest66%
Lloyds Bank66%
Santander65%
Citibank64%
HSBC63%
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This statistic illustrates the average customer satisfaction score for leading banks in the United Kingdom (UK), according to the Which? customer satisfaction survey as of September 2018. It can be seen that at that time 84 percent of customers of First Direct were satisfied with the banks' services and products, and willing to recommend it to their friends. Nationwide and Marks and Virgin completed the top three, with 76 percent and 73 percent customer satisfaction respectively. HSBC was the bank with the lowest customer satisfaction of those included in the survey, with a satisfaction score of 63 percent as of September 2018.
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Release date
September 2018
Region
United Kingdom
Survey time period
September 2018
Number of respondents
4,830 respondents
Method of interview
Online panel
Supplementary notes
The source adds the following information: "Customer scores are based on a survey of an online panel of respondents from the general public, who were invited to take part in the bank account customer satisfaction survey. Overall customer scores are worked out using a combination of overall satisfaction and how likely the respondents are to recommend their bank to a friend. Companies need at least 30 responses to be given a rating. First Direct 295, Nationwide Building Society 390, Virgin Money 34, TSB Bank 300, Smile 38, M&S Bank 94, Co-operative Bank 296, Metro Bank 47, Danske Bank 36, Yorkshire Bank 146, Tesco Bank 196, Bank of Scotland 235, Barclays Bank 344, Clydesdale Bank 93, NatWest 388, Lloyds Bank 387, Halifax 390, Santander 382, Citibank 40, HSBC 381, Ulster Bank 39, Royal Bank of Scotland 244, Bank of Ireland 35."
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Statistics on "Current bank accounts in the United Kingdom (UK)"
  • Current bank accounts market
  • Current accounts: banking channels
  • Current accounts: satisfaction of account holder
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