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Consumers and Retail Banking - UK - October 2013

“Retail banks will need to work harder than in the past to retain their customers. Heightened awareness of the new switching service and high-profile marketing campaigns will encourage more people to consider their relationship with their existing bank over the next few years. Around one in seven current account holders would consider switching providers following the launch of the new Current Account Switch Service.”

Deborah Osguthorpe, Head of UK Financial Services Research

Some questions answered in this report include:

  • Is anyone interested in the new Current Account Switch Service?
  • Which brands stand to gain most from the new switching service?
  • Who is most likely to consider using the new switching service?
  • Is there ‘no such thing as free banking’?
  • Can banks rely on existing customers for product cross-sales?

People are still reluctant to switch bank accounts. They are worried about the potential for problems during the switching process. More fundamentally, many believe that the existing banks are all pretty similar, meaning that they struggle to see any real reason to switch.

Regulators, though, haven’t given up hope of creating a more competitive retail banking market. Existing banks will be keen to retain their customers in this environment, but will also be looking to attract new ones through product innovation and high-profile marketing campaigns.

The problem for anyone hoping to increase switching in the market, though, is that current account customers actually tend to be fairly happy with their existing bank. Most have little reason to switch. However, new products and services, combined with evidence that the new switching service has made moving accounts easier, should convince more people to at least consider moving to a different bank. 

This report looks at the relationship between consumers and retail banks. It provides insight into the appetite for the new switching service, satisfaction with existing providers and the extent to which consumers value different aspects of the service. Product ownership and cross-selling is also considered, along with consumer use of different banking channels. Mintel’s brand research examines consumer attitudes towards the major retail banking brands.

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Table of contents

  1. Introduction

      • Note on consumer research
        • Abbreviations
        • Executive Summary

            • Product ownership and cross-selling
              • Savers looking beyond their main bank for competitive deals
                • Figure 1: Products held and cross-sales, June 2013
              • Current account market share
                • Top six providers have a 77% share of the current account market
                  • Figure 2: Main current account provider, June 2013
                • Advertising and brand research
                  • Banks anticipate launch of switching service with an increase in adspend
                    • Nationwide continues to stand out as the most trusted brand
                      • Figure 3: Attitudes towards and usage of brands in the retail banking sector, June 2013
                    • The consumer
                      • Consumers want a multichannel service
                        • Figure 4: Use of various retail banking channels*, June 2013
                      • Debit cards and online banking are most valued banking services
                        • Figure 5: Perceived value of various retail banking services, June 2013
                      • Almost 60% believe that ‘there is no such thing as free banking’
                        • Figure 6: Agreement with various attitudinal statements about retail banking, June 2013
                      • One in seven are likely switchers following the launch of the switching service
                        • Figure 7: Likelihood of switching current account provider after launch of switching service, June 2013
                      • Nationwide is the preferred choice for potential switchers
                        • Figure 8: Consideration of switching to various retail banking brands, June 2013
                      • Challenger brands still need to prove their credentials
                        • What we think
                        • Issues in the Market

                            • Is anyone interested in the new Current Account Switch Service?
                              • Which brands stand to gain most from the new switching service?
                                • Who is most likely to consider using the new switching service?
                                  • Is there ‘no such thing as free banking’?
                                    • Can banks rely on existing customers for product cross-sales?
                                    • Trend Application

                                      • Branch banking at transport hubs
                                        • Catering for the modern time-pressed consumer
                                          • Does face-to-face service have a future?
                                          • Retail Banking Providers – Current Account Share

                                            • Key points
                                              • Little change in market shares for top providers
                                                • Figure 9: Main current account provider, June 2013
                                              • Smaller brands are yet to make a mark
                                                • Lloyds Banking Group maintains dominance
                                                  • Figure 10: Main current account provider, by banking groups, June 2013
                                              • Retail Banking Company Profiles

                                                • Barclays
                                                  • Company overview
                                                    • Financial overview
                                                      • Figure 11: Key financial data for Barclays plc, 2010-12
                                                      • Figure 12: Key financial data for Barclays plc, 2012 and 2013
                                                    • Key data
                                                      • Figure 13: Key data for Barclays Plc (UK Retail and Business Banking division), 2010-12
                                                    • Recent activity
                                                      • HSBC
                                                        • Company overview
                                                          • Financial overview
                                                            • Figure 14: Key financial data for HSBC Bank Plc, 2010-12
                                                            • Figure 15: Key financial data for HSBC Bank Plc, 2012 and 2013
                                                          • Key data
                                                            • Figure 16: Key retail banking data for HSBC (UK Retail Banking Division), 2010-12
                                                          • Recent activity
                                                            • Lloyds Banking Group
                                                              • Company overview
                                                                • Financial overview
                                                                  • Figure 17: Key financial data for Lloyds Banking Group, 2010-12
                                                                  • Figure 18: Key financial data for Lloyds Banking Group, 2012 and 2013
                                                                • Key data
                                                                  • Figure 19: Key retail banking data for Lloyds Banking Group, 2010-12
                                                                • Recent activity
                                                                  • Nationwide
                                                                    • Company overview
                                                                      • Financial overview
                                                                        • Figure 20: Key financial data for Nationwide, 2012 and 2013
                                                                        • Figure 21: Key retail banking data for Nationwide, 2012 and 2013
                                                                      • Recent activity
                                                                        • RBS Group
                                                                          • Company overview
                                                                            • Financial overview
                                                                              • Figure 22: Key financial data for RBS Group, 2010-12
                                                                              • Figure 23: Key financial data for RBS Group, 2012 and 2013
                                                                            • Key data
                                                                              • Figure 24: Key retail banking data for RBS Group (UK Retail Banking Division), 2010-12
                                                                            • Recent activity
                                                                              • Santander
                                                                                • Company overview
                                                                                  • Financial overview
                                                                                    • Figure 25: Key financial information for Santander UK, 2010-12
                                                                                    • Figure 26: Key financial information for Santander UK, 2012 and 2013
                                                                                  • Key data
                                                                                    • Figure 27: Key retail banking data for Santander UK, 2010-12
                                                                                  • Recent activity
                                                                                    • The Co-operative Bank
                                                                                      • Company overview
                                                                                        • Financial overview
                                                                                          • Figure 28: Key financial data for Co-operative Bank, 2011 and 2012
                                                                                          • Figure 29: Key financial data for Co-operative Bank, 2012 and 2013
                                                                                        • Key data
                                                                                          • Figure 30: Key retail banking data for Co-operative Bank, 2011 and 2012
                                                                                        • Recent activity
                                                                                          • Virgin Money
                                                                                            • Company overview
                                                                                              • Financial overview
                                                                                                • Figure 31: Key financial data for Virgin Money, 2011 and 2012
                                                                                              • Key data
                                                                                                • Figure 32: Key retail banking data for Virgin Money, 2011 and 2012
                                                                                              • Recent activity
                                                                                              • Brand Communication and Promotion

                                                                                                • Key points
                                                                                                  • Retail banks increase spend on brand building and current accounts
                                                                                                    • Figure 33: Advertising expenditure by retail banking providers, 2010-12
                                                                                                    • Figure 34: Advertising expenditure by selected retail banks, by selected product/service categories, 2011-13
                                                                                                  • Lloyds Banking Group brands lead the way in adspend
                                                                                                    • Figure 35: Retail banking advertising expenditure, by advertiser, 2011-13
                                                                                                  • A note on adspend
                                                                                                  • Brand Research

                                                                                                    • Brand map
                                                                                                        • Figure 36: Attitudes towards and usage of brands in the retail banking sector, June 2013
                                                                                                      • Correspondence analysis
                                                                                                        • Brand attitudes
                                                                                                          • Figure 37: Attitudes, by retail bank brands, June 2013
                                                                                                        • Brand personality
                                                                                                          • Figure 38: Retail banking brand personality – macro image, June 2013
                                                                                                          • Figure 39: Retail banking brand personality – micro image, June 2013
                                                                                                        • Brand experience
                                                                                                          • Figure 40: Retail banking brand usage, June 2013
                                                                                                          • Figure 41: Satisfaction with various retail banking brands, June 2013
                                                                                                          • Figure 42: Consideration of retail banking brands, June 2013
                                                                                                          • Figure 43: Consumer perceptions of current retail banking brand performance, June 2013
                                                                                                        • Brand index
                                                                                                          • Figure 44: Retail banking brand index, June 2013
                                                                                                        • Target group analysis
                                                                                                          • Figure 45: Target groups, June 2013
                                                                                                          • Figure 46: Retail banking brand usage, by target groups, June 2013
                                                                                                        • Group One – Conformists
                                                                                                          • Group Two – Simply the Best
                                                                                                            • Group Three – Shelf Stalkers
                                                                                                              • Group Four – Habitual Shoppers
                                                                                                                • Group Five – Individualists
                                                                                                                • Product Ownership and Cross-Selling

                                                                                                                  • Key points
                                                                                                                    • Scope to increase cross-sales among current account holders
                                                                                                                      • Figure 47: Products held and cross-sales, June 2013
                                                                                                                    • More customers are holding savings away from their main bank
                                                                                                                      • Informed and rate-sensitive consumers will shop around for the best products
                                                                                                                        • 26% of current account holders have no other products with main bank
                                                                                                                          • Figure 48: Number of products held with main current account provider, June 2013
                                                                                                                        • Savings accounts tend to be the first cross-sale opportunity
                                                                                                                          • Figure 49: Products held and cross-sales, by number of products held with main current account provider, June 2013
                                                                                                                        • Nationwide leads the way in product cross-sales
                                                                                                                          • Figure 50: Main current account provider, by number of products held with main current account provider, June 2013
                                                                                                                      • Use of Retail Banking Channels

                                                                                                                        • Key points
                                                                                                                          • Most people still use bank branches from time to time
                                                                                                                            • Figure 51: Frequency of use of various retail banking channels, June 2013
                                                                                                                          • Advice services are widely used but on an infrequent basis
                                                                                                                            • Branch closures present a tricky PR issue for banks
                                                                                                                              • Online banking generates regular customer contact
                                                                                                                                • Mobile banking usage continues to increase
                                                                                                                                • Satisfaction with Retail Banking Providers

                                                                                                                                  • Key points
                                                                                                                                    • Only a small minority are unhappy with their existing bank
                                                                                                                                      • Figure 52: Satisfaction with existing banking provider, June 2013
                                                                                                                                    • Nationwide customers are more likely to be happy with their bank
                                                                                                                                      • Figure 53: Satisfaction with existing banking provider, by main current account provider, June 2013
                                                                                                                                    • Recent switchers are the most happy with their current provider
                                                                                                                                      • Figure 54: Satisfaction with existing banking provider, by past switching behaviour, June 2013
                                                                                                                                  • Satisfaction with Retail Banking Services

                                                                                                                                    • Key points
                                                                                                                                      • Online banking services drive positive perceptions of banking providers
                                                                                                                                        • Figure 55: Satisfaction with various retail banking services, June 2013
                                                                                                                                      • Mobile banking also generates positive endorsement
                                                                                                                                        • Branch services are perceived positively…
                                                                                                                                          • …but telephone banking has some room for improvement
                                                                                                                                            • Banks perform poorly in rewarding customer loyalty
                                                                                                                                            • Perceived Value of Retail Banking Services

                                                                                                                                              • Key points
                                                                                                                                                • The drive for transparency could alter the current retail banking model
                                                                                                                                                  • Debit cards, online banking and ATM access are the most valuable services
                                                                                                                                                    • Figure 56: Perceived value of various retail banking services, June 2013
                                                                                                                                                  • Branch-based services are valued but with less enthusiasm
                                                                                                                                                    • Branch consolidation is inevitable, so what is the future for branches?
                                                                                                                                                      • Extended opening hours divide the generations
                                                                                                                                                        • Figure 57: Perceived value of extended branch opening hours, by age, June 2013
                                                                                                                                                      • A challenge to develop services that appeal to different groups
                                                                                                                                                      • Attitudes Towards Retail Banking

                                                                                                                                                        • Key points
                                                                                                                                                          • Consumers still have concerns about the transparency of bank charges
                                                                                                                                                            • Figure 58: Attitudes towards retail banking, June 2013
                                                                                                                                                          • Three fifths agree that there is no such thing as free banking
                                                                                                                                                            • Bank customers expect to shop around for the best deals
                                                                                                                                                              • Consumers are split over attitudes towards branch banking
                                                                                                                                                                • Figure 59: Agreement with attitudes towards retail banking channels, by age, June 2013
                                                                                                                                                                • Figure 60: Agreement with attitudes towards retail banking channels, by household income, June 2013
                                                                                                                                                              • NatWest customers are more likely to believe banks provide a valued service
                                                                                                                                                                • Figure 61: Attitudes towards retail banking, by main current account provider, June 2013
                                                                                                                                                            • Expected Use of Current Account Switch Service

                                                                                                                                                              • Key points
                                                                                                                                                                • New account switching service should boost competition
                                                                                                                                                                  • One in seven current account customers are likely switchers
                                                                                                                                                                    • Figure 62: Likelihood of switching current account provider after launch of switching service, June 2013
                                                                                                                                                                  • Advertising and incentives could sway the undecided
                                                                                                                                                                    • Likely switchers are more likely to be aged 25-34
                                                                                                                                                                      • Figure 63: Likelihood of switching current account provider after launch of switching service, by gender and age, June 2013
                                                                                                                                                                    • New technology is valued by likely switchers
                                                                                                                                                                      • Figure 64: Perceived value of various retail banking services, by likelihood of switching current account provider after launch of switching service, June 2013
                                                                                                                                                                    • Non-switchers trust their bank to give them a fair deal
                                                                                                                                                                      • Figure 65: Attitudes towards retail banking, by likelihood of switching current account provider after launch of switching service, June 2013
                                                                                                                                                                  • Current Account Switching – Consideration of Retail Banking Brands

                                                                                                                                                                    • Key points
                                                                                                                                                                      • Nationwide has the widest appeal among potential switchers
                                                                                                                                                                        • Figure 66: Consideration of switching to various retail banking brands, June 2013
                                                                                                                                                                      • Main banks are preferred to new and potential entrants
                                                                                                                                                                        • Co-operative Bank and First Direct lag behind the main brands
                                                                                                                                                                          • Virgin Money and Post Office lead the way among new and potential entrants
                                                                                                                                                                          • Appendix – Retail Banking Providers – Current Account Share

                                                                                                                                                                              • Figure 67: Main current account provider, by demographics, June 2013
                                                                                                                                                                              • Figure 68: Next most popular main current account provider, by demographics, June 2013
                                                                                                                                                                              • Figure 69: Other main current account provider, by demographics, June 2013
                                                                                                                                                                          • Appendix – Brand Research

                                                                                                                                                                              • Figure 70: Brand usage, June 2013
                                                                                                                                                                              • Figure 71: Brand usage, June 2013 (continued)
                                                                                                                                                                              • Figure 72: Brand commitment, June 2013
                                                                                                                                                                              • Figure 73: Brand commitment, June 2013 (continued)
                                                                                                                                                                              • Figure 74: Brand momentum, June 2013
                                                                                                                                                                              • Figure 75: Brand momentum, June 2013 (continued)
                                                                                                                                                                              • Figure 76: Brand diversity, June 2013
                                                                                                                                                                              • Figure 77: Brand diversity, June 2013 (continued)
                                                                                                                                                                              • Figure 78: Brand satisfaction, June 2013
                                                                                                                                                                              • Figure 79: Brand satisfaction, June 2013 (continued)
                                                                                                                                                                              • Figure 80: Brand attitude, June 2013
                                                                                                                                                                              • Figure 81: Brand attitude, June 2013 (continued)
                                                                                                                                                                              • Figure 82: Brand image – macro image, June 2013
                                                                                                                                                                              • Figure 83: Brand image – macro image, June 2013 (continued)
                                                                                                                                                                              • Figure 84: Brand image – micro image, June 2013
                                                                                                                                                                              • Figure 85: Brand image – micro image, June 2013 (continued)
                                                                                                                                                                              • Figure 86: Profile of target groups, by demographics, June 2013
                                                                                                                                                                              • Figure 87: Psychographic segmentation, by target groups, June 2013
                                                                                                                                                                              • Figure 88: Brand usage, by target groups, June 2013
                                                                                                                                                                            • Brand index
                                                                                                                                                                              • Figure 89: Brand index, June 2013
                                                                                                                                                                          • Appendix – Product Ownership and Cross-Selling

                                                                                                                                                                              • Figure 90: Products held and cross-sales for savings account, by demographics, June 2013
                                                                                                                                                                              • Figure 91: Products held and cross-sales for credit card, by demographics, June 2013
                                                                                                                                                                              • Figure 92: Products held and cross-sales for cash ISA, by demographics, June 2013
                                                                                                                                                                              • Figure 93: Products held and cross-sales for home insurance, by demographics, June 2013
                                                                                                                                                                              • Figure 94: Products held and cross-sales for mortgage, by demographics, June 2013
                                                                                                                                                                              • Figure 95: Products held and cross-sales for personal loan, by demographics, June 2013
                                                                                                                                                                              • Figure 96: Products held and cross-sales for any stock market-based investment product, by demographics, June 2013
                                                                                                                                                                              • Figure 97: Products held and cross-sales for life insurance, by demographics, June 2013
                                                                                                                                                                              • Figure 98: Products held and cross-sales for car insurance, by demographics, June 2013
                                                                                                                                                                              • Figure 99: Products held and cross-sales for income protection/critical illness cover, by demographics, June 2013
                                                                                                                                                                              • Figure 100: Products held and cross-sales for business loan, by demographics, June 2013
                                                                                                                                                                              • Figure 101: Repertoire for products held with main current account provider, by demographics, June 2013
                                                                                                                                                                          • Appendix – Use of Retail Banking Channels

                                                                                                                                                                              • Figure 102: Frequency of use of various retail banking channels – In-branch counter services, by demographics, June 2013
                                                                                                                                                                              • Figure 103: Frequency of use of various retail banking channels – In-branch counter services continued, by demographics, June 2013
                                                                                                                                                                              • Figure 104: Frequency of use of various retail banking channels – In-branch advice services, by demographics, June 2013
                                                                                                                                                                              • Figure 105: Frequency of use of various retail banking channels – In-branch advice services continued, by demographics, June 2013
                                                                                                                                                                              • Figure 106: Frequency of use of various retail banking channels – Online banking, by demographics, June 2013
                                                                                                                                                                              • Figure 107: Frequency of use of various retail banking channels – Online banking continued, by demographics, June 2013
                                                                                                                                                                              • Figure 108: Frequency of use of various retail banking channels – Telephone banking, by demographics, June 2013
                                                                                                                                                                              • Figure 109: Frequency of use of various retail banking channels – Telephone banking continued, by demographics, June 2013
                                                                                                                                                                              • Figure 110: Frequency of use of various retail banking channels – Mobile banking, by demographics, June 2013
                                                                                                                                                                              • Figure 111: Frequency of use of various retail banking channels – Mobile banking continued, by demographics, June 2013
                                                                                                                                                                          • Appendix – Satisfaction with Retail Banking Providers

                                                                                                                                                                              • Figure 112: Satisfaction with existing banking provider, by demographics, June 2013
                                                                                                                                                                          • Appendix – Satisfaction with Retail Banking Services

                                                                                                                                                                              • Figure 113: Satisfaction with various retail banking services (rebased to exclude don’t know/not applicable to me), June 2013
                                                                                                                                                                              • Figure 114: Satisfaction with various branch-related retail banking services, June 2013
                                                                                                                                                                              • Figure 115: Satisfaction with remote retail banking channels, by main current account provider, June 2013
                                                                                                                                                                              • Figure 116: Satisfaction with other retail banking services, by main current account provider, June 2013
                                                                                                                                                                          • Appendix – Perceived Value of Retail Banking Services

                                                                                                                                                                              • Figure 117: Perceived value of various retail banking services, by main current account provider, June 2013
                                                                                                                                                                              • Figure 118: Perceived value of branch-related retail banking services, by main current account provider, June 2013
                                                                                                                                                                              • Figure 119: Perceived value of account management-related retail banking services, by main current account provider, June 2013
                                                                                                                                                                              • Figure 120: Perceived value of various retail banking services – Use of a debit card, by demographics, June 2013
                                                                                                                                                                              • Figure 121: Perceived value of various retail banking services – Online banking service, by demographics, June 2013
                                                                                                                                                                              • Figure 122: Perceived value of various retail banking services – Access to ATM at other banks, by demographics, June 2013
                                                                                                                                                                              • Figure 123: Perceived value of various retail banking services – Access to ATM at own bank, by demographics, June 2013
                                                                                                                                                                              • Figure 124: Perceived value of various retail banking services – Branch cashier services, by demographics, June 2013
                                                                                                                                                                              • Figure 125: Perceived value of various retail banking services – Access to advisers in branch, by demographics, June 2013
                                                                                                                                                                              • Figure 126: Perceived value of various retail banking services – Overdraft facility, by demographics, June 2013
                                                                                                                                                                              • Figure 127: Perceived value of various retail banking services – Extended branch opening hours, by demographics, June 2013
                                                                                                                                                                              • Figure 128: Perceived value of various retail banking services – Use of a chequebook, by demographics, June 2013
                                                                                                                                                                              • Figure 129: Perceived value of various retail banking services – Mobile banking service, by demographics, June 2013
                                                                                                                                                                              • Figure 130: Perceived value of various retail banking services – Telephone banking services, by demographics, June 2013
                                                                                                                                                                              • Figure 131: Perceived value of various retail banking services – Contactless cards, by demographics, June 2013
                                                                                                                                                                          • Appendix – Attitudes Towards Retail Banking

                                                                                                                                                                              • Figure 132: Agreement with the statement ‘Banks should be more open about their charges’, by demographics, June 2013
                                                                                                                                                                              • Figure 133: Agreement with the statement ‘People should shop around to find the best banking products’, by demographics, June 2013
                                                                                                                                                                              • Figure 134: Agreement with the statement ‘Banks provide a valuable service’, by demographics, June 2013
                                                                                                                                                                              • Figure 135: Agreement with the statement ‘Banks do not reward customer loyalty’, by demographics, June 2013
                                                                                                                                                                              • Figure 136: Agreement with the statement ‘There is no such thing as free banking’, by demographics, June 2013
                                                                                                                                                                              • Figure 137: Agreement with the statement ‘All banks are pretty much the same’, by demographics, June 2013
                                                                                                                                                                              • Figure 138: Agreement with the statement ‘Banks do not act in the best interests of their customers’, by demographics, June 2013
                                                                                                                                                                              • Figure 139: Agreement with the statement ‘I trust my bank to give me a fair deal’, by demographics, June 2013
                                                                                                                                                                              • Figure 140: Agreement with the statement ‘Banks should invest more in keeping up with technology’, by demographics, June 2013
                                                                                                                                                                              • Figure 141: Agreement with the statement ‘There is not enough competition between banks’, by demographics, June 2013
                                                                                                                                                                              • Figure 142: Agreement with the statement ‘There is little need to visit a bank’s high street branch anymore’, by demographics, June 2013
                                                                                                                                                                              • Figure 143: Agreement with the statement ‘High street branches are more important than online or mobile services’, by demographics, June 2013
                                                                                                                                                                          • Appendix – Expected Use of Current Account Switch Service

                                                                                                                                                                              • Figure 144: Likelihood of switching current account provider after launch of switching service, by demographics, June 2013
                                                                                                                                                                              • Figure 145: Likelihood of switching current account provider after launch of switching service, by demographics, June 2013 (continued)
                                                                                                                                                                          • Appendix – Current Account Switching – Consideration of Retail Banking Brands

                                                                                                                                                                              • Figure 146: Consideration of switching to various retail banking brands – Nationwide, by demographics, June 2013
                                                                                                                                                                              • Figure 147: Consideration of switching to various retail banking brands – NatWest, by demographics, June 2013
                                                                                                                                                                              • Figure 148: Consideration of switching to various retail banking brands – Santander, by demographics, June 2013
                                                                                                                                                                              • Figure 149: Consideration of switching to various retail banking brands – Barclays, by demographics, June 2013
                                                                                                                                                                              • Figure 150: Consideration of switching to various retail banking brands – HSBC, by demographics, June 2013
                                                                                                                                                                              • Figure 151: Consideration of switching to various retail banking brands – Halifax, by demographics, June 2013
                                                                                                                                                                              • Figure 152: Consideration of switching to various retail banking brands – Lloyds TSB, by demographics, June 2013
                                                                                                                                                                              • Figure 153: Consideration of switching to various retail banking brands – Virgin money, by demographics, June 2013
                                                                                                                                                                              • Figure 154: Consideration of switching to various retail banking brands – Post Office, by demographics, June 2013
                                                                                                                                                                              • Figure 155: Consideration of switching to various retail banking brands – Co-operative Bank, by demographics, June 2013
                                                                                                                                                                              • Figure 156: Consideration of switching to various retail banking brands – First Direct, by demographics, June 2013
                                                                                                                                                                              • Figure 157: Consideration of switching to various retail banking brands – Tesco Bank, by demographics, June 2013
                                                                                                                                                                              • Figure 158: Consideration of switching to various retail banking brands – M&S Bank, by demographics, June 2013
                                                                                                                                                                              • Figure 159: Consideration of switching to various retail banking brands – Metro Bank, by demographics, June 2013

                                                                                                                                                                          Companies Covered

                                                                                                                                                                          • Barclays Bank plc
                                                                                                                                                                          • Cineworld
                                                                                                                                                                          • Direct Line Group Limited
                                                                                                                                                                          • Financial Services Authority (The)
                                                                                                                                                                          • First Direct
                                                                                                                                                                          • Google, Inc.
                                                                                                                                                                          • Grupo Santander UK
                                                                                                                                                                          • HBOS plc (Halifax Bank of Scotland)
                                                                                                                                                                          • HSBC Holdings plc
                                                                                                                                                                          • ING Direct
                                                                                                                                                                          • Lloyds Banking Group
                                                                                                                                                                          • Marks & Spencer
                                                                                                                                                                          • MBNA Europe
                                                                                                                                                                          • Nationwide Financial Services, Inc.
                                                                                                                                                                          • Post Office Limited
                                                                                                                                                                          • Prudential plc
                                                                                                                                                                          • Royal Bank of Scotland Group plc
                                                                                                                                                                          • Sainsbury's Bank
                                                                                                                                                                          • Tesco (UK)
                                                                                                                                                                          • Twitter, Inc.

                                                                                                                                                                          Consumers and Retail Banking - UK - October 2013

                                                                                                                                                                          £2,195.00 (Excl.Tax)