When consumer research organisation
Which? turns its attention to the UK’s retail banking sector, the
nation’s financial institutions swallow hard, take a deep breath
and read the results with more than passing interest.
In its latest bank customer
satisfaction survey, HSBC’s direct banking subsidiary First Direct
came top in three of the four categories – current accounts,
savings and mortgages – giving it an average score of 82%.
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Royal Bank of Scotland’s (RBS)
online mortgage subsidiary, The One Account, provided the only note
of cheer for the publicly-owned bailed out UK banks, coming second
with 81%.
The Co-operative Bank bagged third
and fourth positions in the poll via its Smile online subsidiary
(79%) and the Co-op’s main brand (76%).
The lowest rankings belonged to Bank of Scotland (43%), sister
brand Halifax (46%) and Santander (47%).
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