Starling, monzo & first direct top banking survey charts

The Ipsos Personal Banking Service Quality survey, conducted between January and December 2024, offers valuable insights into customer satisfaction among personal current account providers in Great Britain. Commissioned as part of a regulatory requirement by the Competition and Markets Authority (CMA), this independent survey evaluates various aspects of banking services based on customer recommendations.

Survey Methodology

Ipsos surveyed approximately 1,000 customers from each of the 17 largest personal current account providers, totalling 17,234 participants. The survey focused on four key service areas:

Overall Service Quality: Customers rated how likely they were to recommend their personal current account provider to friends and family.
Online and Mobile Banking Services: Participants assessed the likelihood of recommending their provider's digital banking platforms.
Services in Branches: Customers evaluated their experiences with in-branch services. Notably, some banks like Chase, first direct, Monzo, and Starling Bank do not operate branch networks and were thus excluded from this category.
Overdraft Services: Respondents indicated their propensity to recommend their provider's overdraft facilities. Chase Bank does not offer overdraft services and was excluded from this evaluation.

The results reflect the proportion of customers who were 'extremely likely' or 'very likely' to recommend each service. Findings are updated biannually, with the latest publication in February 2025.

Key Findings

The survey revealed varying levels of customer satisfaction across different service areas:

Overall Service Quality: The top three providers were Starling Bank (81%), Monzo (80%), and first direct (79%).
Online and Mobile Banking Services: Starling Bank led with 86%, followed by Monzo at 85%, and first direct at 84%.
Services in Branches: Among banks with branch networks, Metro Bank ranked highest at 78%, with Nationwide at 71%, and Santander at 70%.
Overdraft Services: First direct topped this category with 77%, followed by Nationwide at 74%, and Metro Bank at 73%.

These results underscore the competitive landscape of personal banking in Great Britain and highlight the importance of service quality in customer retention and acquisition. For consumers, such independent surveys provide transparent insights to inform their banking choices.