GB
https://www.ipsos.com/en-uk/en-uk/personal-banking-service-quality-great-britain-august-2024
NI
https://www.ipsos.com/en-uk/en-uk/personal-banking-service-quality-northern-ireland-august-2024
7 Likes
Change in overall service quality:
GB
Monzo No Change
Starling Bank +1
Chase New to Survey
First Direct -3
Nationwide +1
Metro Bank +1
Halifax No Change
Lloyds Bank +3
Bank of Scotland +3
Santander -1
Barclays -2
Natwest +2
HSBC UK -1
TSB +1
Co-Op Bank +2
Virgin Money +1
Royal Bank of Scotland -2
NI
Monzo No Change
Starling Bank +2
Nationwide +4
Santander +1
HSBC UK +2
Halifax -1
Barclays -3
Dankse Bank +1
Ulster Bank -2
Bank of Ireland UK No Change
AIB -1
I say it every time, but I will never understand the scores that RBS gets, especially for online and mobile services. They have one of the best apps yet they are always near the bottom. I just donât understand what problem people have with the app.
2 Likes
Great to see Monzo doing well and chase coming near the top.
I do wonder how Revolut would do. Probably top too though their customer support score wouldnât be great lol.
We only have our own experience of customer support to rely on, though - as opposed to what we read.
As an example; on the Santander thread there have been many examples of poor customer support. But my experience, having had accounts with them since they were Abbey National Building Society, has been excellent.
It could easily be that the vast majority of Monzo customers have an excellent experience of their customer support, and so they rate them as excellent. From my experience Iâd probably rate them as 7/10. From what I read on the internet Iâd rate them as 4/10.
2 Likes
In most of these types of surveys, especially other ones, the actual figures for different banks arenât that different, which suggests peopleâs experience between different banks isnât actually that different. It is mostly just luck of the draw as to which customer service advisor you get.
1 Like
This is also why I ignore this. Monzo 1st, HSBC 11.
Yeah Ok, that is not at all my experience, itâs the total opposite in fact. Nearly every time I interacted with Monzo CS, I wanted to throw my phone through the wall - nearly everything was âIâll escalate this to a specialistâ (Which says a lot about the lack of empowerment COps have)
With HSBC, Nearly always resolved first time.
4 Likes
Interesting to see the difference between GB and NI.
HSBC is the one that gets the biggest jump in NI, going over RBS/Ulster, Barclays, Halifax and ties with Santander, compared to the same banks GB. Maybe we have lower expectations here 
Wonder why Chase and First Direct are not included in the NI surveys.
Chase is available in NI, I have it since mid-2022 and some friends had it from before.
They even partnered with the (Northern) Irish Football Association.
Personally, I think this is the best of the various banks polls.
Itâs the only one Iâm aware of that has a chance at achieving something close to unbiased sampling, and the overall question they ask (âhow likely are you to recommend your personal current account provider to friends and familyâ) is intended to reflect overall experience (which is something everyone can have a useful opinion on) rather than specific to customer service.
Iâm not keen on the MSE survey as it will have very biased sampling, and although it asks specifically about customer service I suspect many/most people donât answer it with only customer service in mind. Partly this will be because there will be lots of people who havenât needed to use customer service in the previous year but theyâll answer anyway.
3 Likes
How far First Direct have fallen
Preach.
1 Like
How do Monzo keep getting the top spot when their service is in the gutter?
Is it purely blind votes from those that are smitten with the brand?
I just donât get it at all.
1 Like
Itâs a real shame as theyâre still good, just a few tweaks to their app would be all thatâs needed to modernise.
Do away with millions of passwords (which I think theyâre currently doing tbf), stop with the pending transactions and balance nonsense and just show one balance and transactions marked as pending in the background like Monzo and Starling.
The survey isnât asking people to rate customer service. Itâs asking people to rate âhow likely are you to recommend your personal current account provider to friends and familyâ. I donât think the customer service is particularly good, but I do still highly recommend Monzo to friends and family. This is on the basis of numerous other strengths, and with caveat that they may have difficulty if they ever need over-the-phone or urgent support.
1 Like