Version | Date | Author | Comments |
---|---|---|---|
1.00 | 4/06/2018 | Open Banking Open Data API Team | This is the baseline version. |
13. Release of service quality indicators
15. Requirement to publish service quality indicators
The UKF CMA steering group have appointed 2 separate survey agencies to conduct a survey and produce service quality indicators for PCA (GfK) & BCA (BDRC Continental). For both PCA and BCA, the survey is conducted separately for customers in GB and NI. As per the CMA order, the ranking tables and the underlying survey data have to be published over an API. The definition of the tables and the underlying data to be published has been agreed under UKF governance.
For PCA there are four recommendation ranking tables that are required to be specified
The PCA ranking tables have been approved by the UKF SteerCo and are defined here for GB & NI
Overall service quality - recommendation ranking | Rank Position | Score to be published | Full score to 2 decimal places |
---|---|---|---|
BRAND A | 1 | 70% | 70.45% |
BRAND B | 2 | 60% | 60.00% |
BRAND C | 3 | 57% | 56.52% |
BRAND D | =3 | 57% | 56.52% |
For BCA there are five recommendation ranking tables that are required to be specified:
The BCA ranking tables have been approved by the UKF SteerCo and the CMA and are defined here for GB and NI
Overall service quality - recommendation ranking | Rank Position | Score to be published | Full score to 2 decimal places |
---|---|---|---|
BRAND A | 1 | 70% | 70.45% |
BRAND B | 2 | 60% | 60.00% |
BRAND C | 3 | 57% | 56.52% |
BRAND D | =3 | 57% | 56.52% |
The specification for the underlying PCA survey data to be published via API was agreed by UKF SteerCo and the CMA is define here.
The summary of underlying data from survey agreed to be published via the API includes the following responses to each question by respondent :
Data | Responses | Notes | |
---|---|---|---|
Q1 | Thinking about your {current account/payment account}, taking everything into account, are you likely or unlikely to recommend {bank} to friends and family for current account banking, if asked by them? Are you extremely likely, very likely, fairly likely or unlikely? |
| Data is provided for both All (all responses counted) and Recommend (where responses 5 & 6 not used). |
Q2 | I’d like to ask next about the branch services that {bank} offers – by that I mean the staff and facilities including any machines inside the branch. If you have used a Post Office to carry out banking activities on your {bank} account please include this. Based on your experience over the last three months are you likely or unlikely to recommend {bank}’s branch services to friends and family, if asked by them? |
| Data is provided for both All (all responses counted) and Recommend (where responses 5, 6 & 7 not used). |
Q3 | And again based on your experience over the last three months are you likely or unlikely to recommend {bank}’s online and mobile banking services to friends and family, if asked by them? |
| Data is provided for both All (all responses counted) and Recommend (where responses 5, 6 & 7 not used). |
Q4 | Based on your experience over the last twelve months are you likely or unlikely to recommend {bank}’s overdraft services to friends and family, if asked by them? |
| Data is provided for both All (all responses counted) and Recommend (where responses 5, 6 & 7 not used). |
Other Data | Age Band of the respondent | (16-25, 25-34, 35-44, 45-54, 55-64, 65+). | |
Other Data | Weight | Weighting factor to be applied to the sample |
The specification for the underlying BCA survey data to be published via API was agreed by UKF SteerCo and the CMA is define here.
The underlying data from survey agreed to be published via the API includes the following responses to each question by respondent :
Data | Responses | Notes | |
---|---|---|---|
Q5 | How many employees are there in (BUSINESS NAME) in the UK, including yourself and both full and part time workers? |
| To prevent Businesses from being identified the employee size will be aggregated to 1, 2-9 & 10+ DK code will not be included as interview closes if this is used. |
Q10 | Taking everything into account, if asked, are you likely or unlikely to recommend [INSERT BRAND]’s business banking to other small and medium sized businesses? |
| Data is provided for both All (all responses counted) and Recommend (where responses 5 is not used). |
Q11 | If asked, are you likely or unlikely to recommend [INSERT BRAND]’s relationship and account management to other small and medium sized businesses? This would include the handling of routine business enquiries or more detailed discussions about your business needs, either face-to-face or by phone. |
| Data is provided for both All (all responses counted) and Recommend (where responses 5 & 6 are not used). |
Q12 | Thinking now about the digital channels that you may have used to access your business bank account in the last 12 months, how likely or unlikely are you to recommend [INSERT BRAND]’s online and/or mobile business banking to other small and medium sized businesses, if asked by them? |
| Data is provided for both All (all responses counted) and Recommend (where responses 5 & 6 are not used). |
Q13 | I’d now like to focus on your use of branch facilities provided by [INSERT BRAND] in the last 12 months, including Post Office counters if you have used them for [INSERT BRAND] business banking purposes, but not ATMs / cash machines positioned outside a branch. With this in mind, are you likely or unlikely to recommend [INSERT BRAND]’s branch and business centre services to other small and medium sized businesses, if asked by them? |
| Data is provided for both All (all responses counted) and Recommend (where responses 5 & 6 are not used). |
Q16 | Thinking now about the business overdraft and loan facilities provided by [INSERT BRAND] over the last 12 months, are you likely or unlikely to recommend [INSERT BRAND]’s overdraft or loan services to other small and medium sized businesses, if asked by them? |
| Data is provided for both All (all responses counted) and Recommend (where responses 5 & 6 are not used). |
Q17-1 | When did you, or someone that you work with, last…. Deal with [INSERT BRAND] about a routine business banking enquiry (via any method) |
| |
Q17-2 | When did you, or someone that you work with, last…. Have a detailed discussion with [INSERT BRAND] about your business banking needs (via any method) |
| |
Q17-3 | When did you, or someone that you work with, last…. Use [INSERT BRAND] online business banking |
| |
Q17-4 | When did you, or someone that you work with, last…. Use [INSERT BRAND] mobile business banking |
| |
Q17-5 | When did you, or someone that you work with, last…. Visit a [INSERT BRAND] branch or business centre, to manage the [INSERT BRAND] business account |
| |
Q17-6 | When did you, or someone that you work with, last….Use a Post Office counter to manage the (INSERT BRAND) business account |
| |
Other Data | Weight | Weighting factor to be applied to the sample |
The following UML Class Diagram provides the hierarchical structure of the message in a graphical form, which is easier to digest.
Name | Occurrence | XPath | EnhancedDefinition | Class | Codes | Pattern |
---|---|---|---|---|---|---|
OBAggregated | OBAggregated | OBAggregated | ||||
Meta | 1..1 | OBAggregated/Meta | OBMeta1 | |||
ProductType | 1..1 | OBAggregated/Meta/ProductType | OBProductTypeCode1 | BCA PCA | ||
Area | 1..1 | OBAggregated/Meta/Area | OBAreaCode1 | GB NI | ||
LastUpdated | 1..1 | OBAggregated/Meta/LastUpdated | OBLastUpdated1 | |||
TotalResults | 1..1 | OBAggregated/Meta/TotalResults | OBTotalResults1 | |||
Wave | 1..1 | OBAggregated/Meta/Wave | OBWave1 | 20\d{2}-H(1|2) | ||
AgreementType | 1..1 | OBAggregated/Meta/AgreementType | OBAgreementType1 | |||
License | 1..1 | OBAggregated/Meta/License | OBLicense1 | |||
TermsOfUse | 1..1 | OBAggregated/Meta/TermsOfUse | OBTermsOfUse1 | |||
Data | 1..1 | OBAggregated/Data | OBAggregatedData1 | |||
Question | 0..n | OBAggregated/Data/Question | OBAggregatedQuestion1 | |||
QuestionNumber | 1..1 | OBAggregated/Data/Question/QuestionNumber | Number of the question | OBQuestionNumber1 | ||
Title | 1..1 | OBAggregated/Data/Question/Title | Title of the question | OBTitle1 | ||
SubTitle | 1..1 | OBAggregated/Data/Question/SubTitle | Subtitle of the question | OBSubTitle1 | ||
Footnotes | 0..n | OBAggregated/Data/Question/Footnotes | Array of footnotes | OBFootnote1 | ||
Results | 0..n | OBAggregated/Data/Question/Results | Results of the survey | OBAggregatedScore1 | ||
Brand | 1..1 | OBAggregated/Data/Question/Results/Brand | OBBrand1 | |||
Rank | 1..1 | OBAggregated/Data/Question/Results/Rank | The rank achieved by the brand | OBRank1 | ||
DisplayRank | 1..1 | OBAggregated/Data/Question/Results/DisplayRank | The rank, but prefixed with "=" in the case of ties | OBDisplayRank1 | ||
PublishedScore | 1..1 | OBAggregated/Data/Question/Results/PublishedScore | The published score expressed as a percentage, but encoded as a string | OBPublishedScore1 | ||
PublishedScore2dp | 1..1 | OBAggregated/Data/Question/Results/PublishedScore2dp | Published score accurate to 2 decimal places. This is a percentage value encoded as a string | OBPublishedScore2dp1 | ||
LowBase | 1..1 | OBAggregated/Data/Question/Results/LowBase | Indicates if the base was too low | OBLowBase1 |
The following UML Class Diagram provides the hierarchical structure of the message in a graphical form, which is easier to digest.
Name | Occurrence | XPath | Class | Codes | Pattern |
---|---|---|---|---|---|
OBPCAFull | OBPCAFull | OBPCAFull | |||
Meta | 1..1 | OBPCAFull/Meta | OBMeta1 | ||
ProductType | 1..1 | OBPCAFull/Meta/ProductType | OBProductTypeCode1 | BCA PCA | |
Area | 1..1 | OBPCAFull/Meta/Area | OBAreaCode1 | GB NI | |
LastUpdated | 1..1 | OBPCAFull/Meta/LastUpdated | OBLastUpdated1 | ||
TotalResults | 1..1 | OBPCAFull/Meta/TotalResults | OBTotalResults1 | ||
Wave | 1..1 | OBPCAFull/Meta/Wave | OBWave1 | 20\d{2}-H(1|2) | |
AgreementType | 1..1 | OBPCAFull/Meta/AgreementType | OBAgreementType1 | ||
License | 1..1 | OBPCAFull/Meta/License | OBLicense1 | ||
TermsOfUse | 1..1 | OBPCAFull/Meta/TermsOfUse | OBTermsOfUse1 | ||
Data | 1..1 | OBPCAFull/Data | OBPCAFullData1 | ||
Brand | 0..n | OBPCAFull/Data/Brand | OBPCABrand1 | ||
BrandName | 1..1 | OBPCAFull/Data/Brand/BrandName | OBBrandName1 | ||
Data | 0..n | OBPCAFull/Data/Brand/Data | OBPCAFullResult1 | ||
PCAQ1All | 0..1 | OBPCAFull/Data/Brand/Data/PCAQ1All | OBPCAQ1All1 | Extremely likely Fairly likely NOT USED IN RANKING: Do not recommend NOT USED IN RANKING: Don't know Unlikely Very likely | |
PCAQ1Recommend | 0..1 | OBPCAFull/Data/Brand/Data/PCAQ1Recommend | OBSurveyResponseRecommended1 | Extremely likely Fairly likely Unlikely Very likely | |
PCAQ2All | 0..1 | OBPCAFull/Data/Brand/Data/PCAQ2All | OBPCAQ2All1 | Extremely likely Fairly likely NOT USED IN RANKING: Do not recommend NOT USED IN RANKING: Don't know NOT USED IN RANKING: Have not used a branch in the last 3 months Unlikely Very likely | |
PCAQ2Recommend | 0..1 | OBPCAFull/Data/Brand/Data/PCAQ2Recommend | OBSurveyResponseRecommended1 | Extremely likely Fairly likely Unlikely Very likely | |
PCAQ3All | 0..1 | OBPCAFull/Data/Brand/Data/PCAQ3All | OBPCAQ3All1 | Extremely likely Fairly likely NOT USED IN RANKING: Do not recommend NOT USED IN RANKING: Don't know NOT USED IN RANKING: Have not used online or mobile banking in the last 3 months Unlikely Very likely | |
PCAQ3Recommend | 0..1 | OBPCAFull/Data/Brand/Data/PCAQ3Recommend | OBSurveyResponseRecommended1 | Extremely likely Fairly likely Unlikely Very likely | |
PCAQ4All | 0..1 | OBPCAFull/Data/Brand/Data/PCAQ4All | OBPCAQ4All1 | Extremely likely Fairly likely NOT USED IN RANKING: Do not recommend NOT USED IN RANKING: Don't know NOT USED IN RANKING: Have not been overdrawn in the last 12 months Unlikely Very likely | |
PCAQ4Recommend | 0..1 | OBPCAFull/Data/Brand/Data/PCAQ4Recommend | OBSurveyResponseRecommended1 | Extremely likely Fairly likely Unlikely Very likely | |
Brand | 0..1 | OBPCAFull/Data/Brand/Data/Brand | OBBrand1 | ||
Age | 0..1 | OBPCAFull/Data/Brand/Data/Age | OBAgeBandCode1 | 16-24 25-34 35-44 45-54 55-64 65+ | |
Weight | 0..1 | OBPCAFull/Data/Brand/Data/Weight | OBWeight1 |
The following UML Class Diagram provides the hierarchical structure of the message in a graphical form, which is easier to digest.
Name | Occurrence | XPath | Class | Codes | Pattern |
---|---|---|---|---|---|
OBBCAFull | OBBCAFull | OBBCAFull | |||
Meta | 1..1 | OBBCAFull/Meta | OBMeta1 | ||
ProductType | 1..1 | OBBCAFull/Meta/ProductType | OBProductTypeCode1 | BCA PCA | |
Area | 1..1 | OBBCAFull/Meta/Area | OBAreaCode1 | GB NI | |
LastUpdated | 1..1 | OBBCAFull/Meta/LastUpdated | OBLastUpdated1 | ||
TotalResults | 1..1 | OBBCAFull/Meta/TotalResults | OBTotalResults1 | ||
Wave | 1..1 | OBBCAFull/Meta/Wave | OBWave1 | 20\d{2}-H(1|2) | |
AgreementType | 1..1 | OBBCAFull/Meta/AgreementType | OBAgreementType1 | ||
License | 1..1 | OBBCAFull/Meta/License | OBLicense1 | ||
TermsOfUse | 1..1 | OBBCAFull/Meta/TermsOfUse | OBTermsOfUse1 | ||
Data | 1..1 | OBBCAFull/Data | OBBCAFullData1 | ||
Brand | 0..n | OBBCAFull/Data/Brand | OBBCABrand1 | ||
BrandName | 1..1 | OBBCAFull/Data/Brand/BrandName | OBBrandName1 | ||
Data | 0..n | OBBCAFull/Data/Brand/Data | OBBCAFullResult1 | ||
BCAQ5 | 0..1 | OBBCAFull/Data/Brand/Data/BCAQ5 | OBBCAQ51 | 1 10+ 2-9 | |
BCAQ10All | 0..1 | OBBCAFull/Data/Brand/Data/BCAQ10All | OBBCAQ10All1 | Extremely likely Fairly likely Not used in ranking: Don't know Unlikely Very likely | |
BCAQ10Recommend | 0..1 | OBBCAFull/Data/Brand/Data/BCAQ10Recommend | OBSurveyResponseRecommended1 | Extremely likely Fairly likely Unlikely Very likely | |
BCAQ11All | 0..1 | OBBCAFull/Data/Brand/Data/BCAQ11All | OBSurveyResponseBCAAll1 | Extremely likely Fairly likely Not used in ranking: Don't know Not used in ranking: No experience Not used in ranking: No recent use Unlikely Very likely | |
BCAQ11Recommend | 0..1 | OBBCAFull/Data/Brand/Data/BCAQ11Recommend | OBSurveyResponseRecommended1 | Extremely likely Fairly likely Unlikely Very likely | |
BCAQ12All | 0..1 | OBBCAFull/Data/Brand/Data/BCAQ12All | OBSurveyResponseBCAAll1 | Extremely likely Fairly likely Not used in ranking: Don't know Not used in ranking: No experience Not used in ranking: No recent use Unlikely Very likely | |
BCAQ12Recommend | 0..1 | OBBCAFull/Data/Brand/Data/BCAQ12Recommend | OBSurveyResponseRecommended1 | Extremely likely Fairly likely Unlikely Very likely | |
BCAQ13All | 0..1 | OBBCAFull/Data/Brand/Data/BCAQ13All | OBSurveyResponseBCAAll1 | Extremely likely Fairly likely Not used in ranking: Don't know Not used in ranking: No experience Not used in ranking: No recent use Unlikely Very likely | |
BCAQ13Recommend | 0..1 | OBBCAFull/Data/Brand/Data/BCAQ13Recommend | OBSurveyResponseRecommended1 | Extremely likely Fairly likely Unlikely Very likely | |
BCAQ16All | 0..1 | OBBCAFull/Data/Brand/Data/BCAQ16All | OBSurveyResponseBCAAll1 | Extremely likely Fairly likely Not used in ranking: Don't know Not used in ranking: No experience Not used in ranking: No recent use Unlikely Very likely | |
BCAQ16Recommend | 0..1 | OBBCAFull/Data/Brand/Data/BCAQ16Recommend | OBSurveyResponseRecommended1 | Extremely likely Fairly likely Unlikely Very likely | |
BCAQ17_1 | 0..1 | OBBCAFull/Data/Brand/Data/BCAQ17_1 | OBSurveyResponseRecentUsage | Don't know Longer ago than that Never used/experienced Today Within the last 2-3 days Within the last 3 months Within the last 6 months Within the last fortnight Within the last month Within the last week Within the last year | |
BCAQ17_2 | 0..1 | OBBCAFull/Data/Brand/Data/BCAQ17_2 | OBSurveyResponseRecentUsage | Don't know Longer ago than that Never used/experienced Today Within the last 2-3 days Within the last 3 months Within the last 6 months Within the last fortnight Within the last month Within the last week Within the last year | |
BCAQ17_3 | 0..1 | OBBCAFull/Data/Brand/Data/BCAQ17_3 | OBSurveyResponseRecentUsage | Don't know Longer ago than that Never used/experienced Today Within the last 2-3 days Within the last 3 months Within the last 6 months Within the last fortnight Within the last month Within the last week Within the last year | |
BCAQ17_4 | 0..1 | OBBCAFull/Data/Brand/Data/BCAQ17_4 | OBSurveyResponseRecentUsage | Don't know Longer ago than that Never used/experienced Today Within the last 2-3 days Within the last 3 months Within the last 6 months Within the last fortnight Within the last month Within the last week Within the last year | |
BCAQ17_5 | 0..1 | OBBCAFull/Data/Brand/Data/BCAQ17_5 | OBSurveyResponseRecentUsage | Don't know Longer ago than that Never used/experienced Today Within the last 2-3 days Within the last 3 months Within the last 6 months Within the last fortnight Within the last month Within the last week Within the last year | |
BCAQ17_6 | 0..1 | OBBCAFull/Data/Brand/Data/BCAQ17_6 | OBSurveyResponseRecentUsage | Don't know Longer ago than that Never used/experienced Today Within the last 2-3 days Within the last 3 months Within the last 6 months Within the last fortnight Within the last month Within the last week Within the last year | |
Brand | 0..1 | OBBCAFull/Data/Brand/Data/Brand | OBBrand1 | ||
Weight | 0..1 | OBBCAFull/Data/Brand/Data/Weight | OBWeight1 |
The Swagger Specification (v1.0) for the CMA Service Quality Metrics API can be downloaded from the following link: