Major UK banks failing to satisfy customers, survey finds

17 September 2012

Major high street banks in the UK are all underperforming in terms of their customer service standards, a new study has indicated.

Research published yesterday (16 September) by consumer group Which? established that household names in the financial industry such as Barclays, HSBC and NatWest all scored below the average customer satisfaction rating of 62 per cent.

For instance, the survey - which involved asking members of the body to rate their happiness with the service offered by 30 companies in the sector - rated Barclays at 54 per cent, HSBC at 60 per cent and NatWest at 56 per cent.

Meanwhile, Royal Bank of Scotland (50 per cent) was also below average, as was Lloyds (51 per cent).

Leading the way in terms of satisfaction was First Direct (86 per cent) and the Co-operative Bank (80 per cent) but Richard Lloyd, executive director at Which?, said people are "constantly being let down" by their banks.

"This is not good enough, we want to see fundamental changes in the culture of banking," he added.

By Asim Shah

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