top of page
results_bg_v2.jpg

RESULTS

Top Brands for Customer Treatment by Irish Banks

When you think of a bank that checks the boxes for the things you care about: reliable transfers, secure, easy to use, someone you can talk to when things aren't working, these are the things that the brand at the top of this list will be getting right, and those at the bottom are not. The Thoughtscore Community Results celebrate great experiences, and push for change when customer treatment falls short.

SCORE
43 / 100
LIKE-01.png

LIKED FOR

    • Day-to-day Banking
    • Financial Products
LIKE-02.png

DISLIKED FOR

    • Fraud Management
    • Customer Contact
Rank one performer icon, with the top performer Thoughtscore wings

Revolut sits head and shoulders above the rest of the banking industry in Ireland. Revolut stands out from the rest with the ease at which customers are able to manage their money, and this is only improving with new products coming online in Ireland such as Revolut's new savings account.

Revolut has one significant problem area - fraud. The ease for customers of managing their money comes at a cost of bad actors using the platform for scams.

Revolut
SCORE
37 / 100
LIKE-01.png

LIKED FOR

    • Fraud Management
    • Customer Contact
LIKE-02.png

DISLIKED FOR

    • Technology Experience
    • Financial Products
Rank two performer icon

Bank of Ireland secures second spot, and first among its traditional peer group. Bank of Ireland has invested in fraud education for its customers, this has reduced the impact of fraud on its customer base.

Bank of Ireland has continued to suffer from issues associated with stability of their tech platform, with more outages in 2024.

Bank of Ireland
SCORE
36 / 100
LIKE-01.png

LIKED FOR

    • Day-to-day Banking
    • Technology Experience
LIKE-02.png

DISLIKED FOR

    • Branch Experience
    • Customer Contact
    • Fraud Management
Rank three performer icon

AIB secures third place with issues in core customer touchpoints like the branch and customer contact experiences. AIB's position as the largest bank also makes it more of a target for phishing attempts.

AIB
SCORE
31 / 100
LIKE-01.png

LIKED FOR

    • Branch Experience
    • Customer Contact
    • Fraud Management
LIKE-02.png

DISLIKED FOR

    • Technology Experience
    • Day-to-day Banking
Rank four performer icon

PTSB make up our final spot in the ranking. Low scores were driven by technology problems, with outages and issues with transfers more prevalent in 2024.

PTSB does relatively well in their branch and customer contact experience, but this was not enough to offset some of the core technical issues observed.

PTSB
bottom of page