Monthly financial services review data update: May

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By Jake Sandford, Head of Data & Analytics, Smart Money People

In a nutshell

• Overall scores ease slightly from April’s highs
• Customer service and NPS see notable dips
• Financial support stands out with best scores overall
• Insurance sector still lags across all core measures
• Travel insurance outperforms wider insurance category

Summary

May saw a softening in customer sentiment, with all overall scores dipping slightly. Average rating fell to 4.89/5 (down 0.06), while NPS dropped to +90.0 (-4.1). The biggest movement was in customer service, which declined by 0.17 to 4.70/5. Value for money also dipped to 4.73/5, and both fairness (95.39%) and product understanding (94.0%) edged down from last month’s highs.

However, several individual product areas continued to perform well. Financial support services recorded the strongest overall scores, including a 4.94/5 rating, NPS of +95.9, and outstanding scores across fairness and service. Loans and savings accounts also showed consistently strong sentiment across all metrics.

Meanwhile, insurance remains subdued. General insurance products rated just 4.09/5 with a relatively low NPS of +46.3. However, travel insurance stood out within the category, with significantly better results, likely boosted by seasonal demand and positive sentiment heading into the summer holiday period.

Overall, while May’s dip is notable, scores remain high. The figures suggest continued strength in customer relationships, but also highlight the importance of consistency in service and communication — especially in sectors where trust is lower.

May's review data 

Download our PDF for the full May update, including overall review and product data tables.

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