The data and analytics technology group questioned more than 31,000 British adults in order to identify the country’s favourite and most improved bank and building society brands.
Chase earned the customer satisfaction top spot, with Starling Bank and Monzo taking the number two and three spots respectively.
The full results, including net customer satisfaction scores, are shown on the table below:
| Rank | Brand name | Net customer satisfaction |
| 1 | Chase | 77.8 |
| 2 | Starling Bank | 73 |
| 3 | Monzo | 71.6 |
| 4 | Atom | 69.4 |
| 5 | Nationwide | 65.9 |
| 6 | Coventry Building Society | 62.8 |
| 7 | First Direct | 58.7 |
| 8 | Principality Building Society | 56.8 |
| 9 | Skipton Building Society | 55.8 |
| 10 | Revolut | 54 |
Using YouGov’s BrandIndex tool for measuring brand health, the bank and building society brands were given an average score based on brand impression, value, quality, reputation, satisfaction and recommendation metrics.
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In addition to the rankings, the report includes a profile deep dive into new account openers, exploring who the new account openers are, what motivates them, and which financial actions they’re likely to complete in the near future.
Nationwide ranked the highest based on consideration among new account openers in the UK. This lead was driven by older age groups (Gen X and baby boomers), while Gen Z and millennials favoured Barclays and HSBC respectively.
Younger consumers are more likely to be opening new accounts, with 55% of new account openers aged between 18 and 44 years old.
The Bank of Scotland saw the highest year-on-year improvement in consideration among new account openers, recording a growth of 1.8 percentage points.
Matthew Palframan, director of financial services research at YouGov, said: “This year’s bank and building society rankings featured a strong showing for newer entrants, with three of them featuring in the top 10 most improved customer satisfaction score league table.
“With our profiles data showing that younger consumers are shopping around for new accounts, there is a real opportunity for brands [that] meet these people’s needs to build a strong new customer base.”
