Analysis reveals more than one in five UK bank branches poorly rated

Summarised from 4 outlets · Updated 14 Oct, 10:29 · Archive

An analysis of 849 UK bank branches found more than one in five had Google ratings below three stars.

An analysis of Google reviews has ranked UK bank and building society branches by customer satisfaction. The study examined 849 branches across the country, drawing on 168,345 reviews. It found that 187 branches averaged fewer than three stars out of five, meaning more than one in five branches received poor ratings from customers.

Nationwide's branch on South Coast Road in Peacehaven, East Sussex, achieved the highest rating at 4.98 stars from 118 reviews, including 117 five-star ratings and no one-star reviews. Nationwide branches in Tooting High Street, London, and Upminster, also in London, came joint second with 4.97 stars. At the bottom of the rankings, Virgin Money's branch on Northumberland Street in Newcastle received 1.89 stars from 55 reviews, making it the lowest-rated branch in the country.

Nationwide accounts for three of the top eight branches in the analysis. Mandy Beech, Nationwide's Group Director of Retail Services, attributed the strong performance to the building society's approach: 'Nationwide prides itself on the service we give our customers, and was named as the UK's top brand for customer satisfaction this year. Unlike the big banks, we have not closed significant numbers of branches as we recognise the need to give customers real choice in how they bank.'

The most common complaint cited in negative reviews was one familiar to many bank customers: queues and waiting times. The analysis suggests that branch service standards vary considerably across the UK banking sector, with customer experience appearing to correlate with staffing and branch closure policies.

How it is being reported

• UK's worst-rated bank branches have been revealed by customers - how did yours do?A study of 849 UK bank branches found more than one in five had Google ratings below three stars. See which branches scored lowest and what customers liked bestWhitehaven News · 14 Oct, 10:21
• UK's worst-rated bank branches have been revealed by customers - how did yours do?A study of 849 UK bank branches found more than one in five had Google ratings below three stars. See which branches scored lowest and what customers liked bestNW Evening Mail · 14 Oct, 10:21
• UK's worst-rated bank branches have been revealed by customers - how did yours do?A study of 849 UK bank branches found more than one in five had Google ratings below three stars. See which branches scored lowest and what customers liked bestWestmorland Gazette · 14 Oct, 10:21
• UK's worst-rated bank branches have been revealed by customers - how did yours do?A study of 849 UK bank branches found more than one in five had Google ratings below three stars. See which branches scored lowest and what customers liked bestCumberland News · 14 Oct, 10:21

In this story: Nationwide · Virgin Money · Peacehaven · East Sussex · Newcastle · London · Mandy Beech

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