What is the Service Quality survey?
This survey is one part of a set of initiatives set out for the Competition and Markets Authority (CMA) to make the banking industry more transparent.
The survey asks customers to rate the service from their provider so that you can compare customer opinions of the quality of service we and our competitors provide so that you are fully informed when taking out new products/services.
FAQs
How are customers selected to take part in the Service Quality survey?
The survey is undertaken by an independent research agency and to ensure it remains unbiased; customers are randomly selected to take part.
What questions are customers being asked in the Service Quality survey?
The survey looks to obtain customer opinion on their Current Account services and asks the following questions. How likely they would be to recommend their:
Read moreCurrent account provider to friends and family.
Provider’s online and mobile banking services to friends and family.
Provider’s overdraft services to friends and family.
Provider’s branch services to friends and family.
Additionally Business Current Account customers were asked how likely they would be to recommend their providers relationship/account management to other SMEs.
Where can I see the Service Quality survey results?
You can see the full results on the Mettle website, and via the Mettle app, as well as in the branches of all the participating providers like NatWest.
Who can I speak to, to discuss the Service Quality survey results?
We’d love to speak with you to discuss any concerns you may have. If you would like to speak to someone about the results or the services in the survey, and you're an existing Mettle customer, you can reach out to us via in-app chat.
Where can I view the full results of all providers included in the survey?
If you would like to view the full results, including those of other providers included in the survey, please visit:
Read moreWhich banking providers are required to participate in this Service Quality survey?
All providers in Great Britain (England, Scotland and Wales) with more than 150,000 active Personal Current Accounts and 20,000 active Business Current Accounts are required to be included in the survey, and to publish the results.
Read moreIn Northern Ireland, all providers with more than 20,000 active Personal Current Accounts and 15,000 active Business Current Accounts are included. At time of writing, the following providers fall under this remit:
Personal Results:
Participating providers in Great Britain (England, Scotland and Wales):
Bank of Scotland
Barclays Bank UK
Clydesdale Bank
Coventry Building Society
first direct
Halifax
HSBC UK
Lloyds Bank
Metro Bank
Nationwide
NatWest
Royal Bank of Scotland
Santander UK
The Co-Operative Bank
TSB
Yorkshire Bank
Monzo
Participating providers in Northern Ireland: Bank of Ireland UK, Barclays Bank UK, Danske Bank, First Trust Bank, Halifax, HSBC UK, Nationwide, Santander UK and Ulster Bank.
Business Results:
Participating providers in Great Britain (England, Scotland and Wales):
Allied Irish Bank (GB)
Bank of Scotland
Barclays Bank UK
Clydesdale Bank
Handelsbanken
HSBC UK
Lloyds Bank
Metro Bank
NatWest
Royal Bank of Scotland
Santander UK
The Co-Operative Bank
TSB
Yorkshire Bank
Mettle by NatWest
Monzo Business
Tide
Starling
Participating providers in Northern Ireland: Bank of Ireland UK, Danske Bank, First Trust Bank, Santander UK and Ulster Bank.
It is anticipated that more providers will join this list as and when they meet the requirements set out by the CMA.