Independent service quality survey results

Business current accounts

Published August 2021

As part of a regulatory requirement, an independent survey was conducted to ask approximately 1,200 customers of each of the 14 largest business current account providers if they would recommend their provider to other small and medium-sized enterprises (SMEs*). The results represent the view of customers who took part in the survey.

Overall service quality

We asked customers how likely they would be to recommend their business current account provider to other SMEs.

Ranking

Independent overall service quality survey results for 1st place Starling Bank 89%
Independent overall service quality survey results for 2nd place Handelsbanken 75%
Independent overall service quality survey results for 3rd place Metro Bank 69%
Independent overall service quality survey results for 4th place Santander 63%
Independent overall service quality survey results for 5th place Barclays 60%
Independent overall service quality survey results for 8th place Bank of Scotland 53%

Online and mobile banking services

We asked customers how likely they would be to recommend their provider’s online and mobile banking services to other SMEs.

Ranking

Independent online and mobile banking service survey results for 1st place Starling Bank 89%
Independent online and mobile banking service survey results for 2nd place Barclays 75%
Independent online and mobile banking service survey results for 3rd place Metro Bank 73%
Independent online and mobile banking service survey results for 4th place NatWest 72%
Independent online and mobile banking service survey results for 5th place Lloyds Bank 71%
Independent online and mobile banking service survey results for 8th place Bank of Scotland 64%

SME overdraft and loan services

We asked customers how likely they would be to recommend their provider’s SME overdraft and loan services to other SMEs.

Ranking

Independent SME overdraft and loan service survey results for 1st place Starling Bank 84%
Independent SME overdraft and loan service survey results for 2nd place Metro Bank 70%
Independent SME overdraft and loan service survey results for 3rd place Handelsbanken 69%
Independent SME overdraft and loan service survey results for 4th place Santander 68%
Independent SME overdraft and loan service survey results for 5th place Bank of Scotland 62%

Relationship/account management

We asked customers how likely they would be to recommend their provider’s relationship/account management to other SMEs.

Ranking

Independent relationship/account management survey results for 1st place Handelsbanken 64%
Independent relationship/account management survey results for 2nd place Starling Bank 80%
Independent relationship/account management survey results for 3rd place Metro Bank 66%
Independent relationship/account management survey results for 4th place Sandander 61%
Independent relationship/account management survey results for 4th place Barclays 61%
Independent relationship/account management survey results for 7th place Bank of Scotland 54%

Service in branches and business centres

We asked customers how likely they would be to recommend their provider’s branch and business centre services to other SMEs.

Ranking

Independent service in branches and business centres survey results for 1st place Metro Bank 73%
Independent service in branches and business centres survey results for 2nd place Handelsbanken 67%
Independent service in branches and business centres survey results for 3rd place Lloyds Bank 59%
Independent service in branches and business centres survey results for 3rd place Sandander 59%
Independent service in branches and business centres survey results for 5th place Bank of Scotland 57%

These results are from an independent survey carried out between July 2020 and June 2021 by BVA BDRC as part of a regulatory requirement.

Bank of Scotland has published this information at the request of the Competition and Markets Authority so you can compare the quality of service from business current account providers. In providing this information, we are not giving you any advice or making any recommendation to you and we can only give you information about our own products and services.

SME customers with business current accounts were asked how likely they would be to recommend their provider, their provider’s online and mobile banking services, services in branches and business centres, SME overdraft and loan services and relationship/account management services to other SMEs.

The results show the proportion of customers of each provider, among those who took part in the survey, who said they were ‘extremely likely’ or ‘very likely’ to recommend each service.

Participating providers: Allied Irish Bank (GB), Bank of Scotland, Barclays, Clydesdale Bank**, Handelsbanken, HSBC UK, Lloyds Bank, Metro Bank, NatWest, Royal Bank of Scotland, Santander, Starling Bank, The Co-operative Bank, TSB, Virgin Money, Yorkshire Bank**.

Approximately 1,200 customers a year are surveyed across Great Britain for each provider; results are only published where at least 100 customers have provided an eligible score for that service in the survey period.

18,000 people were surveyed in total.

Results are updated every six months, in August and February.

*SMEs include businesses, clubs, charities and societies with an annual turnover/income of up to £25m (exclusive of VAT and other turnover-related taxes).

**Interviews with customers of Clydesdale Bank and Yorkshire Bank are reported as Virgin Money.

To find out more visit BVA-BDRC.com/business-banking-service-qualityFind out more about service quality