Press release

BSA comments on the UK Customer Satisfaction Index

19 July 2016
Commenting on the UK Customer Satisfaction Index published by the Institute of Customer Service, Robin Fieth, Chief Executive of the BSA said:

“This survey includes just one building society, Nationwide, which is the highest scoring organisation in the banking category and sixth overall in the top 50 organisations in the UK for customer satisfaction.  This is a great result for Nationwide and representative of the service provided by the other 43 building societies not included in this survey.  It is depressing to see the inaccurate use of the catch-all term “banks and building societies” obscure the truth.  Regular surveys with consumers show a definite positive difference.”



Notes to Editors:
1. The Building Societies Association (BSA) represents all 44 UK building societies. Building societies have total assets of over £345 billion and, together with their subsidiaries, hold residential mortgages of over £270 billion, 21% of the total outstanding in the UK. They hold over £250 billion of retail deposits, accounting for 18% of all such deposits in the UK. Building societies account for about 31% of all cash ISA balances. They employ approximately 40,000 full and part-time staff and operate through approximately 1,550 branches.
2. The full UKCSI July report can be viewed here.

Press contact:

Hilary McVitty

Head of External Affairs

hilary.mcvitty@bsa.org.uk

020 7520 5926