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UKCSI Banks & Building Societies Sector – January 2022


The Banks & Building Societies sector’s UKCSI of 80.2 is 1.9 points higher than January 2021 and 1.8 points above the UK all-sector average.  


first direct is the highest rated organisation for customer satisfaction in the sector, and second highest in the overall January 2022 UKCSI.  Nationwide, The Co-operative Bank and Yorkshire Bank are the next highest rated organisations in the sector.


The Co-operative Bank has the highest NPS, followed by first direct and Metro Bank.

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The UKCSI is based on an online survey of over 10,000 consumers, who are representative of the UK adult population by region, age and gender. The January 2022 UKCSI comprises 45,000 responses, 3,000 from each sector except for Transport and Utilities which include 6,000 responses each. Customers are asked to rate their experience of dealing with a specific organisation in the previous three months. Customers rate only one organisation per sector. Each customer can complete the survey for up to five different sectors.

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