Chase UK debuted in the CMA/IPSOS survey last August in a strong third place. It was an impressive entry for Chase, polling behind only Monzo and Starling for personal current accounts, overall service quality.
Five years, 10 surveys of digital banking dominance
Chase ranks top in the latest survey, the fourteenth twice-yearly release of the research since it launched in August 2018. The data released today results from an independent survey carried out between January 2024 and December 2024 by Ipsos as part of a regulatory requirement.
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Until the August 2024 survey, Monzo and Starling had been running rings around their established rivals for nine successive surveys. There is now a third digital challenger at the top of the survey. And the latest results make it five years of digital bank dominance of the overall service quality survey.
RBS: ranks bottom in 12 out of the 14 surveys to date
There is again a degree of predictability to the results. RBS ranks bottom in the latest survey, making it 12 surveys out of the 14 to date when it is plumb last. RBS has not scored above 48% in any of the 14 surveys to date. Virgin Money is again ranked second bottom (with 49% to RBS’ 46%). Virgin Money has now ranked second last in six of the past seven surveys. Virgin Money’s best ranking was 11th equal in February 2020 with an overall approval rating of 56%. It last scored above 50% in February 2021 with 54%.
Branches survey: Nationwide remains top ahead of Metro Bank
In the separate service in branch survey, Nationwide retains top spot from the August 2024 survey, ahead of Metro Bank. In the first 11 surveys from August 2018 to August 2023, Metro Bank ranked top. In the 12th survey, Metro Bank ranked joint top with Nationwide. In all 14 surveys to date, Nationwide ranked in the top three, except in August 2023, when it ranked fourth.
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By GlobalDataLBG brands, Halifax, Lloyds and Bank of Scotland take the next top spots in the branch survey. RBS also ranks bottom in the branches survey.
