31 January, 2024, LONDON –

The 33 winners and highly commended companies in the annual Finder Customer Satisfaction Awards have today been announced, with customers being asked how satisfied they were with their provider and if they would recommend it to a friend.

The personal finance comparison site finder.com collected almost 10,000 customer responses across 15 categories within the banking, breakdown cover, credit cards, loans, mortgages, investing, TV streaming, and insurance sectors to uncover which companies were excelling in customer service. This year’s awards also feature the introduction of the business loans customer satisfaction category for the first time.

This year there are three winners in the banking category. The first is digital bank Chase with 100% of their customers saying that they would recommend their services to a friend. first direct also took a top spot this year, with 100% of their customers saying they would recommend their current account to a friend. And last year’s winner Starling came in first place once again, with a 100% recommendation rate.

This year’s winner in the business banking category is Revolut Business with an incredible 97% of the customers surveyed saying they would recommend them to a friend. This was followed by TSB as the highly commended brand.

Picking up the award for the kids’ cards category is Starling Kite with a recommendation rate of 94%. This was closely followed by NatWest Rooster Money who took the highly commended spot.

Coming in first place for the savings category is Marcus by Goldman Sachs, receiving an impressive 100% recommendation rate. Highly commended in this category is AA Savings.

Nationwide claimed the top spot in the mortgage category for the second year running, scoring a “would recommend” score of 98%. Following closely behind is Santander in the highly commended spot for this category.

In the personal loans category, challenger bank Monzo has taken the winning place, with 97% of their customers saying they would recommend the brand. HSBC is highly commended in this category.

Taking the top spot in the credit cards category this year is Virgin Money, who received a recommendation score of 98%. Last year’s winner, American Express took the highly commended spot alongside Tesco Bank.

In the business cards category, Allied Irish Bank (GB) is this year’s winner, earning a 97% recommendation score. Hot on their heels is American Express as the highly commended company in this category.

Winning the very first award in the business loans category is Lombard, who received a recommendation score of 97%. Tide was highly commended in this category.

For the third year in a row, Hargreaves Lansdown has won in the investing category, with a 97% recommendation rate. This year they’re sharing their top spot with InvestEngine who also received a recommendation score of 97%. XTB was highly commended in this category.

For the second year running, the best-rated company within TV streaming is Netflix, with 92% of customers speaking positively to their friends about the brand. This was closely followed by Disney Plus with a 91% recommendation rate.

The highest-rated company for breakdown cover is Start Rescue who received an 94% recommendation rate. Admiral took the highly commended spot for this category.

For the second year in a row, Admiral is the winner in the car insurance category, with 93% of customers recommending them. NFU Mutual has been highly commended for this group.

Across the rest of the insurance categories, Saga was named as the winner for home insurance. 90% of the customers surveyed said they would recommend the brand to a friend. The highly commended company was Direct Line.

Zurich is the winner in the life insurance category earning themselves a 92% recommendation rate. Vitality took the highly commended spot.

Commenting on the findings, Jon Ostler, CEO at finder.com said:

“Every year we run the Finder Customer Satisfaction Awards to help consumers make better decisions geared towards choosing the companies that are going to put their customers first, and are excelling in their sectors.

The scores given in these awards come directly from customers of the brands, so the winners and highly commended companies can really take pride in having such high recommendation rates for their products.”

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Methodology

In December 2023 finder.com ran a customer satisfaction survey. A sample of respondents in 15 categories were asked how satisfied they were and ratings were based on a sample of a minimum of 400 responses per sector. The 15 categories were banking (current accounts), business banking, kids’ cards, mortgages, savings, personal loans, credit cards, business cards, business loans, investing, breakdown cover, car insurance, home insurance, life insurance, and TV streaming. Each brand had a minimum of 30 responses.

The survey asked respondents how satisfied they are with their provider (from one to five) and whether they would recommend the brand to a friend or not. From this, finder.com calculated star ratings and shortlisted the top-performing brands for our awards. When there was a draw on star rating, the recommendation score (that is, the percentage of customers who said they would recommend the brand to a friend) was used to decide the winner.