Annual Banking & Credit Card Survey

We have been getting the low down on how customers feel about their banks and credit card providers since 2005. Our annual Banking and Credit Card Survey is the longest running and most comprehensive in the UK.

Summary of 2018 Survey Results

First Direct has topped the customer satisfaction table for over 11 years, which is a remarkable achievement.

American Express has been consistently at or near the top of the customer satisfaction tables since our surveys began. NatWest takes the pole position for the first time since our surveys began.

86% of applicants who apply for credit are now approved, which again is a proportion that is steadily improving, due in part to the matching tools that are now available to consumers, first pioneered on, and also due in part to consumers being better informed about the choices they have.

Read The 2018 Banking & Credit Card Survey In Full

Bank Customer Satisfaction

The above chart is ranked by consumers rating the service levels from their bank as either 'excellent' (green) or 'very good' (yellow). Brown is 'average', dark brown is 'not as good as it should be' and red is 'poor'.