London — First Direct, Metro Bank and Nationwide Building Society came top in Britain’s first mandatory sector-wide customer surveys to help people choose the best bank, with Royal Bank of Scotland at the bottom of the list. A review of the country’s retail banking in August 2016 by the Competition and Markets Authority (CMA) ordered lenders to publish bi-annual measurements of how customers rate their services. An independent survey of banks’ customers conducted by GfK UK asked how willing they were to recommend their services to friends and family. In the first survey published on Wednesday, 85% of customers at First Direct, HSBC’s telephone banking unit, said they would recommend their lender in terms of overall service quality. Metro Bank and Nationwide Building Society came second and third with 83% and 73%, respectively. The "big four", Barclays, HSBC, Lloyds and Royal Bank of Scotland, whose branches have long dominated Britain’s high streets, scored lower. At the bottom  Roy...

BL Premium

This article is reserved for our subscribers.

A subscription helps you enjoy the best of our business content every day along with benefits such as exclusive Financial Times articles, Morningstar financial data, and digital access to the Sunday Times and Times Select.

Already subscribed? Simply sign in below.



Questions or problems? Email helpdesk@businesslive.co.za or call 0860 52 52 00.