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.

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

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 &

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 and

The specification for the underlying PCA survey data to be published via API was agreed by UKF SteerCo and the CMA is define .

The summary of underlying data from survey agreed to be published via the API includes the following responses to each question by respondent :