DataEQ has published the UK Banking Sentiment Index revealing how nine of the UK's major banks ranked in the eyes of consumers on social media.
This year’s Index traced over 400 000 public non-enterprise posts on X, from 1 June – 31 August 2024. Banks featured in this year's index include: Barclays, HSBC, Lloyds, Natwest, Monzo, Metro, Revolut, Santander and Wise.
Digital banks a firm favourite amongst consumers, with Monzo top of the rankings with Net Sentiment of:
14%
Call centres was the second most spoken about service channel, with the lowest Net Sentiment at:
-76%
Social vulnerability was the most spoken about vulnerability factor by consumers when speaking about their banks:
69%
Report includes:
Net Sentiment bank rankings (Overall, Reputational and Operational)
Root cause analysis - what is driving praise and complaints?
Customer service and product deep dive
Governance - risk and conduct performance
Incumbent banks vs traditional - who is winning?
Find out what factors are driving negative and positive customer experience towards the UK's leading banks – download the full report
