This is one of the deliverables a study produces: the perception report — how Principality scores against the market on what customers feel, not just what they search. It's built from the 90,107 customer voices behind the study, so every line traces back to something a real person actually wrote.
Satisfaction leaderboard
Trustpilot, as at 2 June 2026:
| Building society | Rating |
|---|---|
| Coventry | 4.59 ★ |
| Yorkshire | 4.59 ★ |
| Principality | 3.31 ★ |
| Monmouthshire | 2.39 ★ |
Principality sits mid-table — and the gap to the leaders is driven mainly by digital experience, not by service.
Feature-level sentiment
On a −1 to +1 scale:
| What customers talk about | Sentiment |
|---|---|
| First-time home buying | +0.63 |
| Account setup / transfer speed | +0.80 to +0.90 |
| Savings-rate perception | +0.53 to +0.85 |
| Customer service | +0.71 |
| Digital banking (the concept) | +0.36 |
| Account access / withdrawal | −0.29 |
| Mobile app | −0.52 |
What the report tells you to do
Two numbers carry the strategy. The +0.63 on first-time home buying is the strongest, most ownable position in the set — and no rival holds it. The −0.52 on the mobile app is the one thing dragging an otherwise loved service brand down the satisfaction table.
Lead with the first. Fix the second. The perception report doesn't just describe where Principality stands — it points, unambiguously, at where to move.