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Our surveys

Which? Money carries out a regular satisfaction surveys among Which? members on Which? Connect, Which?’s online community panel.

The Customer Score is Which?’s standard measure of customer satisfaction. It combines responses to two key questions, overall satisfaction with the brand and likelihood to recommend it to a friend.

We need a minimum sample size of 30 customers to report on a brand, although all brands are included in the overall results. Here are fieldwork dates and sample sizes for our latest satisfaction surveys.

Current Accounts

Fieldwork took place in two waves: during December 2010 and in May 2011.

In total 13,641 members told us about their experiences with their current accounts over the last 12 months.

Sample sizes for all current account brands with at least 30 respondents are; Bank of Scotland (324), Barclays Bank (1,618), Cahoot (96), Clydesdale Bank (125), Co-operative Bank (412), First Direct (1058), First Trust (31), Halifax (723), HSBC (1,304), Intelligent Finance (91), Lloyds TSB (1,999), Nationwide Building Society (1,486), Natwest (1,648), Northern Bank (36), The One Account (51), Royal Bank of Scotland (651), Santander (1,210), Smile (450), Yorkshire Bank (120)

Savings Accounts

Fieldwork took place in two waves: during December 2010 and in May 2011.

In total 12,616 members told us about their experiences with their savings accounts over the last 12 months.

Sample sizes for all savings account brands with at least 30 respondents are; AA(139), Bank of Scotland (155), Barclays (586), Barnsley Building Society (52), Birmingham Midshires (220), Britannia Building Society (149),Cahoot (44), Chelsea Building Society (85), Cheltenham & Gloucester (91), Clydesdale Bank (45), Co-operative Bank (160), Coventry Building Society (241), Dunfermline Building Society (37), Egg (143), First Direct (488), Halifax (909), HSBC (419), ICICI Bank UK (93), ING (300), Intelligent Finance (166), Kent Reliance Building Society (93), Leeds Building Society (79), Lloyds TSB (757), Marks & Spencer Money (113), National Savings & Investments (NS&I) (219), Nationwide (2205), NatWest (609), Newcastle Building Society (54), Northern Rock (169), Post Office (172), Principality Building Society (99), Royal Bank of Scotland (228), Saga (111), Sainsbury’s Finance (108), Santander (including Abbey, Alliance & Leicester, Bradford & Bingley) (1331), Scottish Widows (38), Skipton Building Society (113), Standard Life Bank (95), Tesco Bank (206), West Bromwich Building Society (44), Yorkshire Bank (35), Yorkshire Building Society (265).

Credit Cards

Fieldwork took place in two waves: during September 2010 and in April 2011

In total 10,207 members told us about their experiences with their credit cards over the last 12 months.

Sample sizes for all credit cards with at least 30 respondents are; Amazon.co.uk (35), American Express (Amex) (656), Asda (56), Bank of Scotland (BoS) (109), Barclays/Barclaycard (1459), Capital One (580), Co-operative Bank (Co-op) (575), Egg (419), First Direct (171), Halifax (365), HSBC (478), John Lewis/Waitrose (1009), Lloyds TSB (614), Marks and Spencer (M&S)(1046), MBNA (650), Mint (48), Nationwide (714), NatWest/RBS (863), Post Office (47), Saga (76), Sainsbury’s Bank (219), Santander (formerly Abbey and Alliance and Leicester)(100), Smile (154), Tesco Personal Finance (1181), Virgin Money (64), Yorkshire/Clydesdale (45)

Mortgages

Fieldwork took place in two waves: during June 2010 and January 2011.

In total 4,268 members told us about their experiences with their mortgages over the last 12 months.

Those providers we are currently able to report on, where we had a sample of 30 or more, are: Bank of Ireland (inc. Bristol & West) (36), Bank of Scotland (43), Barclays / Woolwich (370), Britannia BS (116), Cheltenham & Gloucester (244), Clydesdale & Yorkshire (32), Co-operative (57), Coventry BS (79), First Direct (263), Halifax (393), HSBC (135), IF/Intelligent Finance (83), Lloyds TSB (59), Nationwide BS (753), Natwest (109), Northern Rock (114), Royal Bank of Scotland (100), Santander (543), Skipton BS (40), Standard Life Bank (35), The One Account (99), Yorkshire BS (78)

Car Insurance

Fieldwork took place in two waves: during October 2010 and April 2011.

In total 9,156 members told us about their experiences with car insurance over the last 12 months.

Sample sizes for all car insurance brands with at least 30 respondents are: 50plus Insurance Service (38), AA (300), Admiral (321), Ageas (formerly Fortis) (82), Aviva (495), AXA (97), Castle Cover (39), Churchill (496), Cornhill Direct (30), CSIS (Civil Service Insurance Society) (54), Direct Line (586), Eephant.co.uk (60), Endsleigh (34), Equity Red Star (38), Esure (258), Hasting Direct (117), John Lewis Insurance (formerly Greenbee) (75), Kwik Fit (42), Lloyds TSB (56), LV / Frizzell (1,115), Marks & Spencer (225), MORE TH>N (305), Nationwide Building Society (72), NFU Mutual (239), Post Office Ltd (61), Privilege (119), Prudential (109), RAC Insurance (106), RIAS (235), RSA (81), Saga (937), Sainsbury's Finance (52), Sheila’s Wheels (98), Swiftcover.com (186), Swinton (119), Tesco Bank (134), The Co-operative Insurance (formerly CIS) (89), Toyota Insurance (62), Volvo Owners Insurance (30), Zurich (187)

Home Insurance 

Fieldwork took place in two waves: during October 2010 and April 2011.

In total 9,180 members told us about their experiences with home insurance over the last 12 months.

Sample sizes for all home insurance brands with at least 30 respondents are: AA (207), Allianz (30), Aviva (365), AXA (154), Bank of Scotland (38), Barclays (174), Bradford & Bingley (60), Budget Insurance Services (67), Castle Cover (175), Churchill (400), Cornhill Direct (40), Direct Line (449), Ecclesiastical (58), esure (111), Halifax (338), Hiscox (136), HSBC (46), ING direct (41), Insurance4Retirement (144), John Lewis Insurance (formerly Greenbee) (295), Legal & General (121), Lloyds TSB (255), LV/Frizzell (742), Marks & Spencer (177), MORE TH>N (278), Nationwide Building Society (237), Natwest (75), NFU Mutual (247), Post Office Ltd (68), Privilege (45), Prudential (143), RIAS (499), Royal Bank of Scotland (47), RSA (85), Saga (709), Sainsbury's Finance (50), Santander (Formerly Abbey, Alliance and Leicester) (81), Sheila’s Wheels (89), Swinton (143), Tesco Bank (136), The Co-operative Insurance (formerly CIS) (75), Towergate Home and Protect (31), UIA (Insurance) Ltd (51), Zurich (137)