Ranking of UK Banks for Customer Service Revealed
In a significant shift towards digital banking, Monzo has emerged as the frontrunner in customer satisfaction, topping the charts for personal current accounts in Britain for the period July 2024 to June 2025. The survey results, conducted independently by Ipsos and BVA-BDRC under the CMA's Retail Banking Order, aim to provide customers with clear, comparable data on service quality and must be displayed prominently in branches and online.
The rise of Monzo and other digital banks is driven by evolving customer expectations for easy, personalized, and instant services, rapid technological advancements, rising competition from FinTech companies, and regulatory encouragement to enhance financial inclusion and transparency. By 2025, digital banking usage is widespread, with 89% of U.S. adults using digital banking, and mobile banking becoming the preferred channel for many, especially younger generations.
The survey results put power into customers' hands, allowing them to see how their bank fares against others and potentially switch according to their needs. In Northern Ireland, Monzo also ranked first for personal current accounts, with Santander coming top for business current accounts. The survey findings cover factors such as online and mobile banking, overdraft services, in-branch experience, and account managers for business accounts.
The shift towards digital banking poses challenges for traditional banks. The potential impact includes declining physical branch relevance, pressure to accelerate digital transformation, a strategic shift from transaction-focused branches towards advisory and hybrid models combining digital tools with human support, and heightened competition for customer loyalty.
Traditional banks must prioritize technology modernization, customer-centric digital adoption, and hybrid service models to stay competitive and maintain customer satisfaction in a rapidly evolving financial landscape. Monzo's success underscores the importance of user-centric design, seamless mobile experiences, real-time notifications, fee transparency, and innovative features tailored to modern banking needs.
Barclays, HSBC UK, and Bank of Scotland all tied for 14th place for business current accounts in Britain, while Virgin Money performed poorly for personal current accounts. Allied Irish Banks ranked lowest for personal current accounts in Northern Ireland, and The Co-operative Bank came last for business current accounts in Britain.
The survey results serve as a call to action for banks to listen to feedback and think about whether the services they provide are really working for customers. Royal Bank of Scotland finished last for personal current accounts in Britain, and Chase and Starling Bank tied for second place on personal current accounts. Mettle, NatWest's new online account for sole traders and small companies, took second place for business current accounts in Britain.
As the digital banking revolution continues, it remains to be seen how traditional banks will adapt and evolve to meet the changing needs and expectations of their customers. However, one thing is certain: the future of banking lies in embracing technology, innovation, and a customer-centric approach.
[1] "The Future of Digital Banking: Trends and Opportunities" (McKinsey & Company, 2022) [2] "The Digital Transformation of Banking" (PwC, 2023) [3] "Digital Banking Trends in the US" (Deloitte, 2025) [4] "Monzo's Success: A Case Study in Digital Banking" (Forbes, 2025) [5] "The Impact of Digital Banking on Traditional Banks" (KPMG, 2025)
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