Measuring satisfaction
Every month an independent research company contacts 10,000 customers by telephone to ask them about the quality of service they receive from our branch and telephone staff. We also ask 5,000 users of our Internet Bank and website users, via an online survey, to rate service quality.
Please check out our latest Customer Service Tracker results below.
Latest updates
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We're working hard to minimise waiting, especially at peak times, by managing our queues better.
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We've upgraded our systems and automation to make calling Nationwide both simpler and quicker.
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We've upgraded the Internet Bank to make it easier to manage your money and we have introduced new functionality.
| March 2013 | Branch | Telephone | Internet |
|---|
| Extremely satisfied | 71% | 65% | 61% |
| Quite satisfied | 23% | 24% | 26% |
| Neither/nor | 4% | 6% | 5% |
| Quite dissatisfied | 1% | 3% | 4% |
| Extremely dissatisfied | 1% | 2% | 4% |
| December 2012 | Branch | Telephone | Internet |
|---|
| Extremely satisfied | 70% | 65% | 60% |
| Quite satisfied | 23% | 24% | 26% |
| Neither/nor | 4% | 6% | 6% |
| Quite dissatisfied | 2% | 2% | 4% |
| Extremely dissatisfied | 1% | 3% | 4% |
| September 2012 | Branch | Telephone | Internet |
|---|
| Extremely satisfied | 72% | 66% | 60% |
| Quite satisfied | 22% | 24% | 27% |
| Neither/nor | 4% | 5% | 6% |
| Quite dissatisfied | 1% | 3% | 3% |
| Extremely dissatisfied | 1% | 2% | 4% |
| June 2012 | Branch | Telephone | Internet |
|---|
| Extremely satisfied | 69% | 65% | 58% |
| Quite satisfied | 24% | 25% | 26% |
| Neither/nor | 4% | 5% | 7% |
| Quite dissatisfied | 2% | 3% | 5% |
| Extremely dissatisfied | 1% | 2% | 4% |
| March 2012 | Branch | Telephone | Internet |
|---|
| Extremely satisfied | 69% | 63% | 56% |
| Quite satisfied | 24% | 25% | 27% |
| Neither/nor | 5% | 7% | 8% |
| Quite dissatisfied | 1% | 3% | 5% |
| Extremely dissatisfied | 1% | 2% | 4% |
| December 2011 | Branch | Telephone | Internet |
|---|
| Extremely satisfied | 67% | 60% | 56% |
| Quite satisfied | 26% | 27% | 27% |
| Neither/nor | 4% | 6% | 7% |
| Quite dissatisfied | 2% | 4% | 5% |
| Extremely dissatisfied | 1% | 3% | 5% |
| September 2011 | Branch | Telephone | Internet |
|---|
| Extremely satisfied | 67% | 57% | 57% |
| Quite satisfied | 25% | 28% | 30% |
| Neither/nor | 5% | 7% | 5% |
| Quite dissatisfied | 2% | 5% | 6% |
| Extremely dissatisfied | 1% | 3% | 2% |
| June 2011 | Branch | Telephone | Internet |
|---|
| Extremely satisfied | 63% | 53% | 51% |
| Quite satisfied | 29% | 31% | 34% |
| Neither/nor | 5% | 8% | 8% |
| Quite dissatisfied | 2% | 5% | 4% |
| Extremely dissatisfied | 1% | 3% | 3% |
| March 2011 | Branch | Telephone | Internet |
|---|
| Extremely satisfied | 64% | 54% | 51% |
| Quite satisfied | 28% | 31% | 35% |
| Neither/nor | 5% | 8% | 8% |
| Quite dissatisfied | 2% | 5% | 4% |
| Extremely dissatisfied | 1% | 3% | 2% |