The sector scored 82.0 out of 100, overtaking retailers for the first time since 2008
Banks and building societies top UK customer satisfaction index
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Summary
Banks and building societies as a sector received a score of 82.0 out of 100. The top spot for the banking sector as a whole came as Nationwide Building Society was named in the research as the top brand for customer service. Ms Causon added: “Businesses are still managing through a period of volatility, and we may need to accept that this is the new normal. “In a competitive landscape, we are seeing winners emerge who build trust, do the right thing and deliver a product and service experience that their customers genuinely value.” The index is based on surveys involving more than 15,000 customers across the UK by TLF Research, with analysis by the Institute of Customer Service’s research team.
Furthermore, Retail has traditionally led sectors for customer satisfaction since the UK Customer Satisfaction Index (UKCSI) was launched in 2008. The Consumer Duty, which is overseen by the Financial Conduct Authority (FCA), was introduced in 2023, setting higher standards for financial services customers. In November 2025, Nationwide pledged to keep all its branches open until at least 2030.
In addition, In May 2026, the building society announced details of its latest Fairer Share payments, totalling around £440 million and going to around 4.4 million eligible Nationwide members. Get a free fractional share worth up to £100.
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Banks and building societies as a sector received a score of 82.0 out of 100.
reliability low1/2 sourcesThe top spot for the banking sector as a whole came as Nationwide Building Society was named in the research as the top brand for customer service.
reliability low1/2 sourcesMs Causon added: “Businesses are still managing through a period of volatility, and we may need to accept that this is the new normal. “In a competitive landscape, we are seeing winners emerge who build trust, do the right thing and deliver a product and service experience that their customers genuinely value.” The index is based on surveys involving more than 15,000 customers across the UK by TLF Research, with analysis by the Institute of Customer Service’s research team.
reliability low1/2 sourcesRetail has traditionally led sectors for customer satisfaction since the UK Customer Satisfaction Index (UKCSI) was launched in 2008.
reliability low1/2 sourcesThe Consumer Duty, which is overseen by the Financial Conduct Authority (FCA), was introduced in 2023, setting higher standards for financial services customers.
reliability low1/2 sourcesIn November 2025, Nationwide pledged to keep all its branches open until at least 2030.
reliability low1/2 sourcesIn May 2026, the building society announced details of its latest Fairer Share payments, totalling around £440 million and going to around 4.4 million eligible Nationwide members.
reliability low1/2 sources
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Get a free fractional share worth up to £100.
according to The Independent
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