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In February, the Competition and Markets Authority (CMA) published its latest banking survey results.
The survey demonstrates how customers rate the quality of services provided by their bank, with the aim of promoting competitiveness, transparency, and continuous improvement across the sector.
The February 2025 CMA banking survey results
Chase UK topped the latest survey closely followed by Starling and Monzo. Repeating a trend witnessed over the last three years, digital banks continue to dominate thanks to their superior performance in terms of overall customer service attributed to their use of technology.
Neobanks/digital banks in general have done well in terms of overall customer satisfaction, despite accounting for just 6% of UK primary banking relationships. However, major high street banks have not achieved top five spots in this survey with Co-operative Bank, Virgin Money and the Royal Bank of Scotland ranked the worst in the table.
So, how can banks improve their scores?
Leveraging Technology to Improve CMA Rankings
As the industry evolves throughout 2025 and beyond, banks must position themselves as customer first, streamlined, and intelligent if they are to improve their rankings and outperform their peers.
They must harness data to enhance customer experiences and implement advances in technology to streamline workflows and drive operational efficiency. As well as embrace modern solutions to transform, personalise, and enhance every stage of the customer lifecycle – from acquisition to onboarding, and retention.
In doing so they will stay competitive, drive continuous improvement, meet the rising demands of customers, and most importantly boost growth, both for themselves and the wider UK economy.
Boost your banks ranking ahead of the August 2025 CMA survey.
FullCircl’s latest whitepaper examines both proven opportunities as well as trending strategies banks can harness to improve their ranking and outperform in future CMA surveys.
From digital banking platforms and Customer Relationship Management (CRM) data integrations, to AI, Machine Learning, Natural Language Processing and data analytics. Market beating approaches to Customer Due Diligence (CDD) and regulatory compliance, to the latest advances in Digital Identity Verification (IDV), explore
how to boost your ranking ahead of the August 2025 survey.
Download your free copy of this guide now and access key competition enhancing strategies including how to:
- Combine human and digital for improved customer experiences
- Improve financial literacy and access to products/services
- Integrate Customer Lifecycle Management (CLM) for improved journeys
- Implement ESG considerations into decision making
- Drive improved onboarding efficiency
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