We're pleased to share excellent results in our latest customer satisfaction survey, benchmarked against the Institute of Customer Service's national UK Customer Service Index (UKCSI).
Approximately 1,400 of our savers and borrowers were surveyed in May 2025. The result highlights include:
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A customer satisfaction score of 91.6 out of 100, compared to the UK bank and building society sector average of 81.1.*
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A Net Promoter Score (NPS) of 73.9, more than double the sector average of 35.9. NPS puts a score on how likely people are to recommend a brand to others - a key measure of customer trust and loyalty.
Listening to our members and evolving our service to meet their needs has always been at the heart of what we do. Our latest customer survey results reflect our ongoing commitment to delivering consistently high standards, regardless of how our members choose to engage with us. We’re proud of the trust our customers place in us and will continue working hard to deliver the highest quality service experiences.
These results follow the Society’s recent win at the UK Customer Satisfaction Awards, where we were named Trusted Quality Provider, beating national organisations including AJ Bell and John Lewis. Later this year, we'll learn whether we have retained Distinction-level Service Mark Accreditation from the Institute of Customer Service after a rigorous reassessment. We remain the only building society to hold this accolade.
Your feedback matters
Thank you to everyone who took the time to complete the survey. Your feedback matters to us and we always welcome comments about our people, service, or products through our Smart Money People, TrustPilot, or by completing a feedback card in your local branch.
*These results are benchmarked against the July 2025 UK Customer Satisfaction Index, which surveyed a representative sample of 10,000 members of the public.
