Banks employ various strategies to attract and retain their customer base, such as cheap overdrafts, in-credit interest and no withdrawal charges. While the number of new and active customers can be easily observed, customer satisfaction is trickier. Knowing how customers feel about the service received can help banks adjust to the dynamics of an increasingly competitive market. Customer satisfaction for leading banks in the UK According to the Which? customer satisfaction survey, as of November 2024, three digital banks, First Direct, Monzo Bank, and Starling Bank had the highest customer satisfaction score. According to the survey, 83 percent of these banks' customers were satisfied with the banks' services and products, and willing to recommend them to their friends. Investment in selected European countries Among the services that aim at making banking more customer-oriented and effortless is the current account switch service (CASS). CASS allows customers to change their bank account hassle-free, redirecting transactions and transferring payment arrangements. As of the second quarter of 2024, nine out of 20 banks observed increased their customer base following the CASS process. The highest gain-to-loss ratios were recorded by Danske Bank and Santander, gaining respectively 5.29 and 3.27 times more new customers than the ones lost to other banks.

In the 2025 customer satisfaction rankings for British banks, online banks dominated the top positions. Monzo emerged as the leader, with ** percent of its customers saying they were likely to recommend the bank to friends and family. Chase and Starling Bank followed closely behind, each achieving a recommendation rate of ***percent.

Customer satisfaction with primary banks remained more or less the same between 2019 and 2025 among bank account holders in the United Kingdom (UK). According to Statista's Consumer Insights, the share of bank account holders who were satisfied with their primary bank was ** percent in the third quarter of 2025. In comparison, customer satisfaction in the United States was slightly lower during the same period.

Gen Z bank account holders maintained consistently high satisfaction levels with their banks from 2019 to 2024. This is according to Statista's Consumer Insights. In 2024, ** percent of respondents reported positive experiences with their primary bank, with ** percent indicating satisfaction and ** percent expressing very high satisfaction. Notably, only *** percent of Gen Z customers reported dissatisfaction with their banking services.

This statistic presents the client satisfaction with current bank in the United Kingdom (UK) from 2011 to 2014. The satisfaction with current bank remained on a similar level as in 2012, slightly higher than in 2011, with 60 percent of clients reporting satisfaction with current bank service.

According to a survey conducted by Statista, the top four banks among the largest banks in Europe with the highest average customer satisfaction score came from the United Kingdom. HSBC UK and lloyds Bank received the highest satisfaction score from domestic customers, with an average customer satisfaction score of **** each, followed by NatWest and Barclays, with scores of **** and ****, respectively. The banks included in this ranking are the largest banks in Europe in terms of total assets.

This statistic gives an overview of the level of satisfaction with main current bank account supplier in the United Kingdom (UK) as of the first quarter of 2015, by specific bank. Customers of First Direct and the Nationwide were very likely to be satisfied with their personal currrent account provider, with **% of First Direct clients and **% of the Nationwide customers saying they were very or fairly satisfied.

The vast majority of high-earning bank account holders were satisfied with their primary banks in the United Kingdom in 2025. According to Statista's Consumer Insights, ** percent of the customers earning at least 76,800 British pounds a year were very satisfied with their banks, while an additional ** percent were satisfied. Only *** percent of the respondents indicated dissatisfaction with their primary banks.

This statistic displays the satisfaction of customers with their retail banks in terms of bank's reputation in the United Kingdom (UK) in 2014. Nationwide Building Society ranked highest, at ** percent of satisfied customers in that respect.

This statistic shows the distribution of the customer opinions regarding their main bank in Great Britain (United Kingdom) as of 2014. Approximately 15 percent of respondents held a very positive opinion, with a further 38 percent being fairly positive.

This statistic presents the results of clients assessment of their current account providers, where clients were asked to evaluate the selection and delivery of various financial services. Performance of current account providers was rated highest (at 8.0) for 'comfort of account management', 'knowledgeable staff' and 'speedy efficient service'. Providers´ 'appropriate recommendations' were rated relatively low, at 6.6, similarly to the 'sustainability of the business'.

The United Kingdom's banking landscape in 2024 revealed a competitive field dominated by established institutions, with ******** leading the pack with ** million customers worldwide. **** followed closely with ** million customers, showcasing the enduring strength of traditional banks despite the rise of digital challengers. Interestingly, customer numbers don't necessarily correlate with satisfaction, as online banks like Starling Bank, First Direct, and Monzo Bank topped the charts for customer contentment. Market dominance and financial performance While ******** boasts the largest customer base, HSBC maintains its position as the UK's largest bank by market capitalization. As of December 31, 2024, HSBC's market value reached approximately ****** billion U.S. dollars, rebounding to pre-pandemic levels and solidifying its status as Europe's largest bank by market value. This financial strength is further reflected in HSBC's annual revenue, which towered at **** billion British pounds in 2024. Digital transformation and customer retention The banking sector's shift towards digital services has led to widespread branch closures among the UK's "big four" banks, with Barclays, Lloyds, and NatWest each shuttering over 1,000 locations between 2017 and 2024. This transition, while improving efficiency, has also resulted in significant job losses. Despite these changes, some traditional banks have managed to maintain strong customer loyalty. Nationwide, for instance, led UK banks in net current account gains in the third quarter of 2024, attracting over ****** new customers through the Current Account Switch Service. However, digital challengers like Revolut have made significant inroads, with the London-based neobank reporting over ** million global customers by November 2024, highlighting the growing appeal of digital-only banking solutions.

** percent of UK respondents answer our survey on "Satisfaction with primary bank" with ****************. The survey was conducted in 2025, among 6,134 consumers. Looking to gain valuable insights about banking customers across the globe? Check out our reports about consumers of banking brands worldwide. These reports offer the readers a comprehensive overview of banking customers: who they are; what they like; what they think; and how to reach them.

This statistic presents the satisfaction of customers with their retail banks in terms of bank-built relationship of trustworthiness and financial well-being in the United Kingdom (UK) in 2014. Nationwide Building Society ranked highest, at ** percent of satisfied customers in that respect.

This statistic presents the average satisfaction scores for personal saving accounts in leading banks in the United Kingdom (UK), as of 2014. In that time, First Direct bank scored highest with 67 percent of respondents satisfied with their saving account services.

This statistic displays the level of satisfaction with quality of service and staff provided by the main current bank account supplier in the United Kingdom (UK) as of the first quarter of 2015. It was reported that 65 percent of customers were very satisfied with the service quality in their main current account bank.

Slightly less than a third of the high-earning customers in the United Kingdom were likely to change banks on the next possible occasion in 2025, according to Statista's Consumer Insights. Based on Statista's survey, ***percent of the respondents with an annual income of at least ****** British pounds were either likely or very likely to change primary banks. Despite the high customer satisfaction with primary banks, only ** percent of the high-income customers indicated that they were very unlikely to change banks on the next possible occasion.

Young UK adults demonstrated generally positive attitudes toward bank services in 2024, with satisfaction levels varying by service type. Among bank customers aged 18-24, ** percent reported being very satisfied with their banking experience, while another ** percent expressed fair satisfaction. Mobile banking achieved the highest satisfaction ratings among this demographic, with online banking services ranking as the second most satisfactory channel.

This statistic shows customer satisfaction with the banking app in their main current account supplier in the United Kingdom (UK) as of the first quarter of 2015. It showed that over a half (57%) of respondents were very satisfied with the banking app service provided by their main bank.

This statistic shows the distribution of the customer opinions regarding the sufficiency of bank product and services choice in Great Britain (UK) as of 2014. Approximately ** percent of respondents "tend to agree" that the choice of products and services is sufficient.