Monzo has emerged as the leader in customer satisfaction among UK banking consumers, as revealed by a 2025 survey conducted by YouGov, a prominent data analytics firm.
The survey, conducted between September 2024 and August 2025, gathered data by asking respondents which bank they felt satisfied or dissatisfied with. Monzo achieved a remarkable net satisfaction score of 71.7, followed by Chase with a score of 69.5, Nationwide at 68.5, Starling at 68, and Atom at 66.5.
In comparison to the findings from 2024, Newcastle Building Society notably improved its standing, increasing its score by 7 points from 47.8 to 54.7. Other banks also saw gains, including Cahoot (+6), Lloyds Bank (+4.7), Barclays (+4.6), and Post Office (+4.2).
The report explored consumer intentions to open new bank accounts within the next six months, with 21% indicating a positive inclination. Among those considering new accounts, 60% were male, and 33% belonged to a higher income bracket.
When asked which bank they were contemplating for their new account, 39.4% of participants expressed interest in Nationwide. Other contenders included Barclays (32.3%), HSBC UK (28.6%), Lloyds Bank (28.5%), and Santander (27.6%). The survey also found that 35% of neobank customers reported higher income levels.
Richard Henderson, Associate Director of Financial Services Research at YouGov, noted, “Our data indicates that neo and digital banks are leading the satisfaction rankings, while traditional banks dominate in terms of consumer consideration. Despite the rise of digital disruptors, traditional banks retain a strong appeal due to factors such as established brand reputations, perceived security, and extensive branch networks.”