Personal Banking Service Quality - February 2024

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GB

NI

GB Overall Service Quality Changes

Here are the changes from August 2023 for the Overall Service Quality in GB:

Monzo No Change
Starling Bank -1%
First Direct -1%
Nationwide +2%
Halifax +2%
Metro Bank -1%
Lloyds Bank -1%
Santander +2%
Barclays -5%
Bank of Scotland -1%
HSBC UK +1%
Natwest -4%
TSB +5%
The Co-Operative Bank +1%
Virgin Money No Change
Royal Bank of Scotland No Change

Not much change in the scores overall. Only ones to improve are Nationwide, Halifax, Santander, TSB, and the Co-Operative Bank.

Biggest changes are TSB, which has gained 5%, and Barclays, which has lost 5%. Natwest also faced a larger loss compared to other banks at 4%.

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Nationwide always do well in these. What surprises me more is Nationwide beating Natwest in the online and mobile banking services category when Natwest has one of the best apps and Nationwide one of the worst.

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This is the criteria I can find.

PCA means Personal Current Account.

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The language that the banks use makes it seem voluntary, i.e. “requested” etc, but if so, why would banks even do it as they probably already know they wouldn’t be seen as better than many of their rivals.

I would therefore assume they had to do it, but then nothing seems to suggest that they do.