Metro Bank has achieved the top spot in the Competition and Market Authority’s (CMA) latest Service Quality Survey among personal current account holders for its overall service. The bank also came second among business current account customers for overall service quality and was ranked in the top five for all qualifying business and personal services.
A Metro Bank spokesperson said: “We are extremely proud to have secured the top spot for our personal current account and maintained our position for our business current account. Our offering is simple. We believe in providing the very best in service and convenience for both consumers and businesses, and this latest set of results from the CMA speaks for itself.”
Results
| Personal Current Account Service Quality | Business Current Account Service Quality |
| Overall service quality #1 (83%) | Overall service quality #2 (71%) |
| Services in branches #1 (85%) | Services in branches and business centres #1* (77%) |
| Online and mobile banking services #2* (81%) | Online and mobile banking services #4 (71%) |
| Overdraft services #2 (69%) | Relationship/ account management #3 (64%) |
* Joint with another provider
Overall service quality: personal
The survey asked customers how likely they would be to recommend their personal current account provider to friends and family.
Ranking
Overall service quality: business
The survey asked customers how likely they would be to recommend their business current account provider to other SMEs.
Ranking
About the survey
The survey asked customers of the 16 largest personal current account providers and the 14 largest business current account providers whether they would recommend their provider to their friends and family, and for business banking, other SMEs. The personal current account results are from an independent CMA survey carried out between February 2018 and December 2018 by GfK UK Limited as part of a regulatory requirement. 16,023 people in GB were surveyed in total. The business current account results are from an independent CMA survey carried out between January 2018 and December 2018 by BVA BDRC as part of a regulatory requirement. 19,643 people in GB were surveyed in total.
Results are updated every six months, in August and February.