Metro Bank and First Direct come top in satisfaction survey
METRO BANK and First Direct have topped a survey indicating how satisfied people across Britain are with their current accounts.
Meanwhile TSB, which suffered high-profile IT woes last year, was ranked bottom when consumers were asked how likely they would be to recommend their provider’s online and mobile banking services to friends and family.
Thousands of people were surveyed as part of measures introduced by the Competition and Markets Authority (CMA) after it conducted a market investigation into the banking sector in 2016.
Banking customer satisfaction surveys are carried out to allow customers to see how their bank compares with others on quality of service and help to drive up competition between banks.
Since August 2018, banks have been required to publish information on how likely people would be to recommend their bank – including its online and mobile banking, branch and overdraft services – to friends, relatives or other businesses.
The results are updated every six months – in February and August.
The latest research among personal current account customers put Metro Bank on top when people were asked how likely they would be to recommend their current account provider to friends and family for overall service quality, followed by First Direct.
RBS was ranked at the bottom in this category.
First Direct came out top when people were asked about recommending their provider’s online and mobile banking services, with Barclays and Metro Bank ranked joint second and TSB in last place.
TSB suffered an IT meltdown last year which saw customers unable to access their accounts and the bank’s handling of the issues was heavily criticised.
Some 83 per cent of First Direct customers would recommend its online and mobile banking services, as would 81 per cent of Barclays and Metro Bank customers – compared with 59 per cent of TSB customers, the survey found.
First Direct came out top again for overdraft services, followed by Metro Bank.
Metro Bank, which keeps its doors open seven days a week, was ranked top for branch services – while RBS was bottom in this category.