Customer service

Independent research shows that building societies consistently outscore banks on various measures of customer service.

Some of the main results are summarised in these charts, showing that customers of building societies think more highly of their provider than do customers of banks in terms of trustworthiness, fairness and whether they would recommend their provider to friends and family.


Analysis was conducted by Building Societies Association based on data from YouGov Plc. The survey was conducted online and the figures have been weighted and are representative of all GB adults (aged 18+).Total sample size was 2008 adults. Fieldwork was undertaken between 5th - 7th July 2019.





















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Andrew Gall

Chief Economist