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UKCSI Banks & Building Societies Sector – July 2023


The Banks & Building Societies sector’s UKCSI score of 80.0 is just 0.3 points lower than July 2022 and 3.4 points above the UK all-sector average.    

UKCSI Sector Results:

  • first direct is the highest rated organisation for customer satisfaction in the sector. Starling Bank, Nationwide and Monzo Bank are the next highest rated organisations.      
  • Starling Bank has the highest NPS, followed by first direct, Monzo Bank and Nationwide 

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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 July 2023 UKCSI comprises 52,000 customer experiences collected over during the past 9 months. 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.

The July 2023 UKCSI shows the state of customer satisfaction in the UK, with insight about key issues and trends affecting customer experience. It includes customer satisfaction results for 13 sectors and 270 organisations and organisation types, and examines the links between evolving customer expectations, behaviours and well-being and customer satisfaction.

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