Digital challengers prime banking buyer satisfaction surveys

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Your assist makes all of the distinction. Learn extra Digital challenger banks have topped the most recent set of banking satisfaction outcomes printed by the Competitors and Markets Authority (CMA).

Monzo was ranked in first place amongst shoppers in surveys masking Britain and Northern Eire, whereas conventional banks typically scored decrease than their digital rivals, the watchdog mentioned.

Launched by the CMA as a part of its Retail Banking Order, the banking satisfaction survey is an annual evaluation carried out by analysis corporations Ipsos and BVA-BDRC.

The big-scale survey is designed to focus on how banks are serving their clients.

The CMA mentioned there's a new entrant on this yr’s survey – Mettle, an internet enterprise present account supplier from NatWest.

The survey asks round 1,000 clients of every of the 17 largest private present account suppliers in Britain and round 500 clients of every of the 12 largest private present account suppliers in Northern Eire if they'd advocate their supplier to family and friends. The outcomes symbolize the view of consumers who took half.

Surveys have been additionally carried out to ask round 1,200 clients of every of the 17 largest enterprise present account suppliers in Britain and round 600 clients of every of the 5 largest enterprise present account suppliers in Northern Eire if they'd advocate their supplier to different small and medium-sized enterprises (SMEs).

Analysis was carried out between July 2024 and June 2025.

Monzo mentioned it surpassed 13 million clients this month.

Karen Tiltman, basic supervisor for UK operations at Monzo, mentioned topping the tables is “a recognition of the arduous work and dedication of everybody at Monzo”.

Sam Richardson, deputy editor of Which? Cash, mentioned the analysis displays Which?’s banking evaluations exhibiting that digital banks proceed to prepared the ground, including: “For purchasers sad with the standard of service they’re receiving, it’s by no means been simpler to change.

“Most banks have agreed to make use of a switching service, which implies it ought to take simply seven working days to change you over out of your outdated account as soon as the brand new account is opened.”

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Listed below are the highest three banks within the private present account suppliers desk, ranked for general service high quality, masking Britain (17 suppliers have been included):

1. Monzo

=2. Chase

=2. Starling Financial institution

Listed below are the underside three:

17. Royal Financial institution of Scotland

16. Virgin Cash

15. The Co-operative Financial institution

Listed below are the highest three enterprise account suppliers in Britain, in accordance with the surveys:

1. Monzo

2. Mettle

3. Starling Financial institution

Listed below are the underside enterprise account suppliers in Britain, in accordance with the surveys:

17. The Co-operative Financial institution

=14. Financial institution of Scotland

=14. HSBC UK

=14. Barclays

Listed below are the highest private account suppliers in Northern Eire (out of 12 suppliers):

1. Monzo

2. Nationwide

3. Starling Financial institution

Listed below are the underside private account suppliers in Northern Eire ranked within the surveys:

12. Allied Irish Banks

11. Financial institution of Eire UK

10. Ulster Financial institution

Listed below are the highest enterprise present account suppliers in Northern Eire (out of 5):

1. Santander

=2. Danske Financial institution

=2. Ulster Financial institution

Listed below are the underside two enterprise present account suppliers in Northern Eire, in accordance with the surveys:

5. Allied Irish Banks

4. Financial institution of Eire UK.

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