20, January, 2022, LONDON –

The 30 winners and highly commended companies in the annual Finder Customer Satisfaction Awards have today been announced.

The personal finance comparison site finder.com collected almost 18,500 customer responses across 16 categories within the banking, breakdown cover, credit cards, loans, mortgages, share dealing, TV streaming, and insurance sectors to uncover which companies were excelling in customer service.

Among this year’s awards is the introduction of 3 brand new categories which are kids’ cards, business credit cards and gadget insurance.

Consumers were asked how satisfied they were with their provider and if they would recommend it to a friend.

The biggest winner of this year’s awards is Saga who has swooped up both the travel and car insurance categories. A huge percentage of customers recommended Saga, with 87% for travel insurance and 88% for car insurance. The highly commended for travel insurance is Direct Line and both Hastings Direct and Aviva take the highly commended spots in car insurance.

American Express won the credit cards division for the third time in a row with an impressive 90% recommendation rate. This was followed by M&S Bank and Amazon who were both highly commended in this division.

Lloyd Banks is the first to scoop up the business credit cards awards with a massive 94% recommendation rate. Taking second place is American Express who has been highly commended in this category.

Picking up the award for the personal loans category is M&S Bank with 87% of customers saying they would recommend it, followed by Zopa as the highly commended brand.

In the share dealing group, Hargreaves Lansdown won with a huge 93% recommendation rate, while Orca takes the second spot as the highly commended brand.

Winning the very first kids’ cards category is gohenry (81%) as the top brand that parents would highly recommend to open a prepaid debit card for kids. This is closely followed by HyperJar.

In the business banking division, TSB triumphs with an incredible 100% recommendation rate. Just following behind is Lloyds Bank who has been highly commended for this group.

In the banking (current accounts) category, Halifax won with a clean 5 out of 5 rating. This was followed by Starling, who was highly commended in this group.

The best-rated company within TV streaming was well-renowned Netflix. An impressive 95% of customers would speak positively about it to their friends, closely followed by Disney Plus (90%) and Amazon Prime (90%).

The highest-rated company for breakdown cover goes to Green Flag with a 5 out of 5 rating. Taking the second place for this category is The AA.

Nationwide won the mortgages category with a 5 out of 5 rating along with Barclays coming in at second place.

Across the rest of the insurance categories, Tesco Bank was named as the winner for home insurance. Over 8 in 10 (85%), said they would recommend the brand to a friend. The highly commended company was Direct Line.

Zurich was the winner in the life insurance group with 84% of its customers saying they would speak positively about the brand, while Aegon took the highly commended spot.

The award for the highest rated pet insurance group goes to Animal Friends where 83% of pet owners would recommend this brand. Coming in at second place is Petplan.

In the newly added gadget insurance group, 82% of customers recommended Cover My Gadget, putting it top in this category. It was closely followed by Insurance2go and Protect Your Bubble.

Commenting on the findings, Jon Ostler, CEO at finder.com said: “The way customers are treated and have their problems listened to is vital for any successful business and the Finder Customer Satisfaction Awards helps people get an idea of who is excelling at this across a range of sectors.

“We asked the only people who matter, customers, so the winners and highly commended companies can be proud to have such a high percentage of customers who would recommend them and their products.”

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Methodology

In December 2021 finder.com ran a customer satisfaction survey. Respondents in 16 categories were asked how satisfied they were with their provider, and ratings were based on a sample of a minimum 750 responses per sector, excluding business banking and business credit cards that had a sample size of 350, and kids’ cards and gadget insurance which had a sample size of 500, totaling 18,757 responses. The 16 categories were banking, business banking, personal loans, credit cards, business credit cards, kids’ cards, mortgages, TV streaming, breakdown cover, share dealing, travel insurance, pet insurance, car insurance, life insurance, home insurance and gadget insurance. Each brand in the survey had a minimum of 30 responses.

The survey asked respondents how satisfied they are with their provider (from 1 to 5) 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.