The best and worst banks for customer satisfaction: Are app-based banks like Mozo a better choice?
App-based and online banks First Direct, Starling Bank and Monzo are the best in the UK at keeping their customers happy.
That’s according to consumer review experts Which?, who’ve released their annual current account customer satisfaction survey – useful for anyone considering switching their account.
The annual survey of more than 4,000 people’ found that users ranked the trio highly for their customer service, application process, communication and transparency of charges. They were also likely to be satisfied with their bank and to recommend it to a friend or family member.
Both First Direct, which took first place, and newcomer Starling Bank, which came second and features in the list for the first time, are Which? recommended providers.
Monzo, which was placed third, has not been formally endorsed by Which? with recommended provider status, because it has not yet signed up to an industry code on bank transfer fraud which offers greater protection when people are tricked into transferring money, but the bank says it will l be signed up to the code within the first three months of 2020. The bank came top of last year’s list, but slipped behind its online competition this year.
Both Monzo and Starling Bank are mobile app-based banks, while First Direct is an online and phone-only brand from HSBC.
Which? gave two other banks on its list – Nationwide Building Society and M&S Bank – its recommended provider status.
Meanwhile Ulster Bank came bottom of the list, with large, well-known banks including Tesco Bank and Royal Bank of Scotland also receiving low scores.
TSB, which last week was forced to apologise as some customers found they hadn’t been paid due to overnight issues with payments in and out if the bank’s accounts, also neared the bottom of the list, coming 16th out of 21.
Gareth Shaw, head of money at Which?, said: “It’s clear that consumers value great customer service and easily accessible banking – and that applies whether they prefer to bank with a mobile app or a bricks-and-mortar branch.
“Traditional high street banks would do well to learn from their rivals challenging the status quo at the top of our survey.
“It seems they need to up their game to ensure they’re giving customers what they want when it comes to customer service, communication and transparency.
“Anyone unhappy with their bank should vote with their feet and switch to a new provider.”
Which? overall customer satisfaction scores
1. First Direct, 84%
2. Starling Bank, 83%
3. Monzo Bank, 82%
4. Nationwide Building Society, 78%
5. M&S Bank, 76%
6. Metro Bank, 75%
7. The Co-operative Bank, 73%
=8. Barclays Bank, 70%
=8. Halifax, 70%
=8. Santander, 70%
=11. Lloyds Bank, 69%
=11. NatWest, 69%
=11. Yorkshire Bank, 69%
=14. Danske Bank, 66%
=14. HSBC, 66%
16. TSB, 65%
17. Bank of Scotland, 64%
18. Clydesdale Bank, 63%
19. Royal Bank of Scotland, 62%
20. Tesco Bank, 60%
21. Ulster Bank, 55%