How we compare

Nationwide's net product customer service satisfaction vs. peer group

We regularly monitor our core product net customer satisfaction to see how we rank against our biggest competitors on the high street. When compared with our high street peer group* we are currently ranked as one of the top performers for net satisfaction (January 2016 - December 2016).

We combine the results for current account, mortgage and savings customers to create an overall satisfaction score. Net satisfaction is the % who are ‘extremely/ very satisfied’ minus the % who are ‘extremely/ very/ fairly dissatisfied’.

You can see our monthly performance level over the last 12 months. Please click on the chart to view full size.

Our peer group consists of; Barclays, Halifax, HSBC, Lloyds Bank (inc C&G), NatWest and Santander.

The research is carried out by GfK. The Financial Research Survey (FRS) is an independent survey run by GfK and bought by almost all major financial services providers in the UK.

GfK interview 60,000 adults in Great Britain every year. They interview a representative sample of Nationwide and competitor customers for each product.  Interviews are conducted either face to face or online.

Back to top

Members' eNewsletter

​Are you signed up to receive our latest news and competitions?

See how easy it is

Member TalkBacks

TalkBack events bring members and Directors together. Put your questions to those who run the Society on your behalf.

Read more about TalkBacks