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UKCSI Banks & Building Societies Sector – July 2022


The Banks & Building Societies sector’s UKCSI of 80.3 is up by 1.5 points compared to July 2021.


• The biggest improvements are for satisfaction with complaint handling: all 4 complaint handling measures are at least 0.7 points higher than in July 2021
• The number of App experiences is the highest of any sector
• First Direct is the highest rated organisation in the sector, although its score of 85.3 is slightly lower, by 1.3 points, than in July 2021. Bank of Scotland (83.2) and Yorkshire Bank (83.1) are the second and third highest rated organisations in the sector.


First Direct has the highest NPS, followed by Bank of Scotland, Nationwide and The Co-operative 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 July 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.

The July 2022 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 279 organisations and organisation types and examines the links between evolving customer expectations, behaviours and well-being and customer satisfaction. We also assess the latest evidence about customer satisfaction and business performance in the Retail (Food) and Banking sectors.

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