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CMA SQM API Specification - v1.0.1

CMA SQM API Specification - v1.0.1

Aug 21, 2018

Version Control

Version

Date

Author

Comments

Version

Date

Author

Comments

1.00

4/06/2018

Open Banking Open Data API Team

This is the baseline version.

1.01

21/08/2018

Open Banking Open Data API Team

Defect fixed - Changed INSERT_BRAND to BRAND in BCA

Swagger file alignment.

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

  1. Overall service quality

  2. Services in Branch

  3. Online and mobile banking services

  4. 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

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:

  1. Overall service quality

  2. Relationship / account management

  3. Online and mobile banking services

  4. Services in branch and business centres

  5. 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

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



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?

  1. Extremely likely

  2. Very likely

  3. Fairly likely

  4. Unlikely

  5. Don’t know (DO NOT READ OUT)

  6. Do not recommend (DO NOT READ OUT)

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?

  1. Extremely likely

  2. Very likely

  3. Fairly likely

  4. Unlikely

  5. Don’t know (DO NOT READ OUT)

  6. Have not used a branch in the last 3 months.

  7. Do not recommend (DO NOT READ OUT)

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?

  1. Extremely likely

  2. Very likely

  3. Fairly likely

  4. Unlikely

  5. Don’t know (DO NOT READ OUT)

  6. Have not used online or mobile banking in the last 3 months.

  7. Do not recommend (DO NOT READ OUT)

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?

  1. Extremely likely

  2. Very likely

  3. Fairly likely

  4. Unlikely

  5. Don’t know (DO NOT READ OUT)

  6. Have not been overdrawn in the last 12 months

  7. Do not recommend (DO NOT READ OUT)

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



Data

Responses

Notes

Q5

How many employees are there in (BUSINESS NAME) in the UK, including yourself and both full and part time workers?

  1. 1

  2. 2-9

  3. 10-49

  4. 50-99

  5. 100-249

  6. 250 or more

  7. DO NOT READ OUT: Don’t know [CLOSE]

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 [BRAND]’s business banking to other small and medium sized businesses?

  1. Extremely likely

  2. Very likely

  3. Fairly likely

  4. Unlikely

  5. DO NOT READ OUT: Don’t know

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 [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.

  1. Extremely likely

  2. Very likely

  3. Fairly likely

  4. Unlikely

  5. DO NOT READ OUT: Don’t know

  6. DO NOT READ OUT: No experience of relationship or account management in the last 12 months

  7. Not used in ranking: No recent use

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 [BRAND]’s online and/or mobile business banking to other small and medium sized businesses, if asked by them?



  1. Extremely likely

  2. Very likely

  3. Fairly likely

  4. Unlikely

  5. DO NOT READ OUT: Don’t know

  6. DO NOT READ OUT: Do not have experience of online/mobile banking

  7. Not used in ranking: No recent use

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 [BRAND] in the last 12 months, including  Post Office counters if you have used them for [BRAND] business banking purposes, but not ATMs / cash machines positioned outside a branch.



With this in mind, are you likely or unlikely to recommend [BRAND]’s branch and business centre services to other small and medium sized businesses, if asked by them?



  1. Extremely likely

  2. Very likely

  3. Fairly likely

  4. Unlikely

  5. DO NOT READ OUT: Don’t know

  6. DO NOT READ OUT: Do not have experience of branch/business centre services

  7. Not used in ranking: No recent use

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 [BRAND] over the last 12 months, are you likely or unlikely to recommend [BRAND]’s overdraft or loan services to other small and medium sized businesses, if asked by them?



  1. Extremely likely

  2. Very likely

  3. Fairly likely

  4. Unlikely

  5. DO NOT READ OUT: Don’t know

  6. DO NOT READ OUT: Do not have experience of branch/business centre services

  7. Not used in ranking: No recent use

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 [BRAND] about a routine business banking enquiry (via any method)?

  1. Today

  2. Within the last 2-3 days

  3. Within the last week

  4. Within the last fortnight

  5. Within the last month

  6. Within the last 3 months

  7. Within the last 6 months

  8. Within the last year

  9. Longer ago than that

  10. DO NOT READ OUT: Don’t know

  11. DO NOT READ OUT: Never used / experienced



Q17-2

When did you, or someone that you work with, last….

Have a detailed discussion with [BRAND] about your business banking needs (via any method)?

  1. Today

  2. Within the last 2-3 days

  3. Within the last week

  4. Within the last fortnight

  5. Within the last month

  6. Within the last 3 months

  7. Within the last 6 months

  8. Within the last year

  9. Longer ago than that

  10. DO NOT READ OUT: Don’t know

  11. DO NOT READ OUT: Never used / experienced



Q17-3

When did you, or someone that you work with, last….

Use [BRAND] online business banking?

  1. Today

  2. Within the last 2-3 days

  3. Within the last week

  4. Within the last fortnight

  5. Within the last month

  6. Within the last 3 months

  7. Within the last 6 months

  8. Within the last year

  9. Longer ago than that

  10. DO NOT READ OUT: Don’t know

  11. DO NOT READ OUT: Never used / experienced



Q17-4

When did you, or someone that you work with, last….

Use [BRAND] mobile business banking?

  1. Today

  2. Within the last 2-3 days

  3. Within the last week

  4. Within the last fortnight

  5. Within the last month

  6. Within the last 3 months

  7. Within the last 6 months

  8. Within the last year

  9. Longer ago than that

  10. DO NOT READ OUT: Don’t know

  11. DO NOT READ OUT: Never used / experienced



Q17-5

When did you, or someone that you work with, last….

Visit a [BRAND] branch or business centre, to manage the [BRAND] business account?

  1. Today

  2. Within the last 2-3 days

  3. Within the last week

  4. Within the last fortnight

  5. Within the last month

  6. Within the last 3 months

  7. Within the last 6 months

  8. Within the last year

  9. Longer ago than that

  10. DO NOT READ OUT: Don’t know

  11. DO NOT READ OUT: Never used / experienced



Q17-6

When did you, or someone that you work with, last….Use a Post Office counter to manage the (BRAND) business account?

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