CMA SQM API Specification - v1.0
- DC Patel (Unlicensed)
- Beejal Nagar (Unlicensed)
- Daniel Johnson (Unlicensed)
- Chris Michael (Unlicensed)
Version Control
Version | Date | Author | Comments |
|---|---|---|---|
| 1.00 | 4/06/2018 | Open Banking Open Data API Team | This is the baseline version. |
Regulations
CMA Order
13. Release of service quality indicators
- Providers must release and make continuously available without charge, in accordance with the Read-only Data Standard:
- 13.1.1 service quality indicators that the Provider is required to publish and release pursuant to Article 15; and
- 13.1.2 all underlying data anonymised so that it is no longer personal data for the purposes of the DPA generated from the responses to survey questions commissioned in accordance with Article 16 unless such information has already been made public via other means. Such information may include survey results relating to providers who are not subject to this Part 2.
15. Requirement to publish service quality indicators
- 15.1 Providers shall publish, in relation to each of their Brands to which this Part 3 applies, service quality indicators showing the willingness of their customers holding a PCA who have used the account or a relevant service in a defined period prior to the survey taking place:
- 15.1.1 to recommend the Brand to friends and family;
- 15.1.2 to recommend the Brand’s online and mobile banking services to friends and family;
- 15.1.3 to recommend the Brand’s branch services to friends and family; and
- 15.1.4 to recommend the Brand’s overdraft services to friends and family.
- 15.2 Providers shall publish, in relation to each of their Brands to which this Part 3 applies, service quality indicators showing the willingness of their customers holding a BCA who have used the account or relevant service in a defined period prior to the survey taking place:
- 15.2.1 to recommend the Brand to other SMEs;
- 15.2.2 to recommend the Brand’s relationship/account management to other SMEs;
- 15.2.3 to recommend the Brand’s online and mobile banking services to other SMEs;
- 15.2.4 to recommend the Brand’s branch and business centre services to other SMEs;
- 15.2.5 to recommend the Brand’s credit (overdraft and loan) services to other SMEs.
- 15.4 The first set of service quality indicators shall be published by all Providers on 15 August 2018 falling six weeks after all the data, incorporating results from October 2017 (at the latest) to June 2018, has been collected. The service quality indicators shall thereafter be updated on the first Working Day after 14 February and 14 August each year based on data collected on a rolling basis over the 12 months from, respectively:
- 15.4.1 the beginning of January to the end of December of the previous calendar year; and
- 15.4.2 the beginning of July to the end of June incorporating six months of results from the previous calendar year and six months from the prevailing calendar year.
Release Note
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.
PCA Ranking Tables ( for GB & NI )
For PCA there are four recommendation ranking tables that are required to be specified
- Overall service quality
- Services in Branch
- Online and mobile banking services
- Overdraft services
The PCA ranking tables have been approved by the UKF SteerCo and are defined here for GB & NI
Illustrative example for the Overall service quality ranking table
| 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% |
BCA Ranking Tables ( for GB & NI )
For BCA there are five recommendation ranking tables that are required to be specified:
- Overall service quality
- Relationship / account management
- Online and mobile banking services
- Services in branch and business centres
- SME Overdraft & Loan services
The BCA ranking tables have been approved by the UKF SteerCo and the CMA and are defined here for GB and NI
Illustrative example for the Overall service quality ranking table
| 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% |
Underlying Survey Data for PCA
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 |
Underlying Survey Data for BCA
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 |
Specifications
Ranking Tables for PCA and BCA
UML Diagram
The following UML Class Diagram provides the hierarchical structure of the message in a graphical form, which is easier to digest.
Data Dictionary
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 |
Underlying Survey Data for PCA
UML Diagram
The following UML Class Diagram provides the hierarchical structure of the message in a graphical form, which is easier to digest.
Data Dictionary
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 |
Underlying Survey Data for BCA
UML Diagram
The following UML Class Diagram provides the hierarchical structure of the message in a graphical form, which is easier to digest.
Data Dictionary
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 |
Swagger Specification
The Swagger Specification (v1.0) for the CMA Service Quality Metrics API can be downloaded from the following link:
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