Jane Imrie

‘Challenger’ bank knocks First Direct off top spot for online banking

The Competition and Markets Authority (CMA) has today released the fourth set of current account customer satisfaction results.

Conducted independently by Ipsos MORI, the report shows that Metro Bank scored 85 per cent for its online and mobile banking services, passing long-time high scorer First Direct.

The survey also showed that while branchless bank First Direct once again took the top spot for overall service, Metro Bank scored highest for its branch services with 84 per cent.

The challenger bank, established in 2010, surpassed traditional banking institutions like HSBC, NatWest, Santander and Lloyds in all categories.

Adam Land, senior director at the CMA, commented: “The power is increasingly in customers’ hands when it comes to banking services - it is now easy and safe to switch provider if you feel you can get a better deal elsewhere.

“The results of this survey should help with that. We want people to ask themselves: am I happy with the service I am getting, or could I be getting better treatment from someone else?

“The fact that providers have to publish this data in branch and on their websites means that there is nowhere to hide - providers should always feel the pressure to climb the league table by improving their services to attract more customers.”

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