FCA performance scorecard – comparison metrics for personal current accounts 2021

The FCA have published the latest performance scorecard which highlights some of the information available on personal current accounts (PCAs) – helping customers choose their provider by highlighting:

  • good and poor performers
  • how easily they can carry out day-to-day banking activities
  • the reliability of the service they receive.

Service quality:

In August 2020, the survey showed Monzo (86% score) as the top ranked bank for overall service quality, and Tesco Bank as lowest ranked (44%). Chart 1 above shows the results from all 19 banks.

Online and Mobile Banking Services 

For online and mobile banking services, the survey showed Monzo (89% score) as the top ranked bank and Tesco Bank as lowest ranked (59%). Chart 2 above shows the results from all 19 banks.

More: FCA performance scorecard.