19 January, 2023, LONDON –

The 31 winners and highly commended companies in the annual Finder Customer Satisfaction Awards have today been announced, with customers being asked how satisfied they were with their provider and if they would recommend it to a friend.

The personal finance comparison site finder.com collected almost 24,000 customer responses across 15 categories within the banking, breakdown cover, credit cards, loans, mortgages, share dealing, TV streaming, and insurance sectors to uncover which companies were excelling in customer service. This year’s awards also feature the introduction of the savings customer satisfaction category for the first time.

The biggest winner of this year’s awards is American Express, who swooped up both the credit cards and the business cards customer satisfaction categories. This is the fourth time in a row that American Express has won in the credit card category, with an impressive 93% recommendation rate this year. In the business card category, an unbelievable 100% of customers said they would recommend them. The highly commended spot for credit cards was awarded to M&S Bank, and the Bank of Scotland was highly commended for business cards.

Picking up the award for the personal loans category is Tesco Bank and Sainsbury’s Bank, with 86% of customers saying they would recommend their services. This was followed by Santander as the highly commended brand.

For the second year in a row, Hargreaves Lansdown has won in the share dealing category, with an 86% recommendation rate. Nutmeg took the highly commended spot.

In the business banking division, Mettle triumphs with an impressive 97% recommendation rate. Following closely behind is HSBC who has been highly commended for this group.

In the banking (currents accounts) category, Starling won with a fantastic 94% recommendation rate. This was followed by Nationwide taking the highly commended spot for this group.

GoHenry received the award for the kids’ cards category for the second year in a row, with 79% of parents recommending them for prepaid debit cards for kids. This was closely followed by Starling Kite who took the highly commended spot.

Nationwide won the mortgages category for a second year running, with a brilliant 5 out of 5 customer satisfaction rating, along with Barclays coming in at second place.

Winning the very first award in the savings category is Shawbrook, with an 87% recommendation rate. The Post Office was highly commended for the category.

The best-rated company within TV streaming is well-renowned Netflix, with 93% of customers speaking positively to their friends about the brand. This was closely followed by Disney+ with an 88% recommendation rate.

The highest-rated company for breakdown cover is The AA, who received an 88% recommendation rate. Start Rescue took the highly commended spot for this category.

Admiral was the winner in the car insurance category, with 86% of customers recommending them. The AA has been highly commended for this group.

Across the rest of the insurance categories, LV= was named as the winner for home insurance. Over 8 in 10 (86%), said they would recommend the brand to a friend. The highly commended company was Urban Jungle.

Scottish Widows was the winner in the life insurance group with 82% of its customers saying they would speak positively about the brand, SunLife took the highly commended spot.

The award for the highest rated gadget insurance group goes to Cover My Gadget where 83% of customers would recommend this brand. Coming in second place is Switched On.

Commenting on the findings, Jon Ostler, CEO at finder.com said:

“Customer satisfaction is an integral part of any successful business, and understanding which businesses are going to put their customers first should play an important part in any consumer decision. This is why we run the Finder Customer Satisfaction Awards, to help people get a better idea of who is excelling in this area across a range of sectors.

“In these awards, we asked the customers for their opinions directly, so that the winners and highly commended companies can pride themselves on having such a high percentage of customers who would recommend them and their products.”

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Methodology:

In December 2022 finder.com ran a customer satisfaction survey. A sample of respondents in 15 categories were asked how satisfied they were and ratings were based on a sample of a minimum of 500 responses per sector. The 15 categories were banking, business banking, kids’ cards, mortgages, savings, personal loans, credit cards, business credit cards, share dealing, breakdown cover, car insurance, home insurance, life insurance, gadget insurance and TV streaming. Each brand had a minimum of 30 responses.

The survey asked respondents how satisfied they are with their provider (from one to five) and whether they would recommend the brand to a friend or not. From this, finder.com calculated star ratings and shortlisted the top-performing brands for our awards. When there was a draw on star rating, the recommendation score (that is, the percentage of customers who said they would recommend the brand to a friend) was used to decide the winner.