Our long-term targets

RBS remains committed to achieving its target of being number one bank for customer service, trust and advocacy by 2020.

We use independent surveys to measure our customers’ experience and track our progress against our goal in each of our markets.

Net Promoter Score (NPS)

Customers are asked how likely they would be to recommend their bank to a friend or colleague, and respond based on a 0-10 scale with 10 indicating ‘extremely likely’ and 0 indicating ‘not at all likely’. Customers scoring 0 to 6 are termed detractors and customers scoring 9 to 10 are termed promoters. NPS is established by subtracting the proportion of detractors from the proportion of promoters.

The table below lists all of the businesses for which we have an NPS for 2016. Year-on-year, NatWest Personal and Commercial Banking have improved, along with Ulster Bank Business and Commercial in Northern Ireland and Ulster Bank Business Direct in the Republic of Ireland. In Great Britain, we have also narrowed the gap to number one in Commercial Banking. We do, however, acknowledge that there is still work to do, with four brands missing their year end targets.

In recent years, RBS has launched a number of initiatives to make it simpler, fairer and easier for customers to do business with the bank.

 

 


Q4
2015

Q3
2016
 

Q4
2016

Year end 2016 target

Personal Banking

NatWest (England & Wales)(1)

 9

 11

13

15

Royal Bank of Scotland (Scotland)(1)

-9

-2

-4

-5

Ulster Bank (Northern Ireland)(2)

-9

-16

-16

-3

Ulster Bank (Republic of Ireland)(2)

-14

-8

-7

-10

Business Banking

NatWest (England & Wales)(3)

 9

 4

-2

13

Royal Bank of Scotland (Scotland) (3)

-7

-4

-5

 2

Business Direct

Ulster Bank (Republic of Ireland(5)

-21

n/a

-2

-15

Business & Commercial Ulster Bank (Northern Ireland) (4)

-19

  0

 0

-4

Commercial Banking + Mid-Corporate Banking (6)

 9

21

20

17

Customer Trust

We also use independent experts to measure our customers’ trust in the bank. Each quarter we ask customers to what extent they trust or distrust their bank to do the right thing. The score is a net measure of those customers that trust their bank (a lot or somewhat) minus those that distrust their bank (a lot or somewhat).

Customer trust in NatWest in England & Wales has exceeded its 2016 target, improving from 48% at Q4 2015 to 55% at Q4 2016. Trust in RBS in Scotland has fallen year-on-year (from 14% in Q4 2015 to 13% in Q3 2016) and has fallen behind its target for 2016. This is primarily due to ongoing reputational and legacy issues that the bank continues to work to resolve.

    Q4 2015 Q3 2016 Q4 2016 Year end
2016 target
Customer Trust (7) NatWest (England & Wales)  48% 48% 55% 51%
RBS (Scotland) 14% 13% 13% 26%

Notes:

(1) Source: GfK FRS 6 month rolling data. Latest base sizes: NatWest (England & Wales) (3313) Royal Bank of Scotland (Scotland) (527). Based on the question: "How likely is it that you would recommend (brand) to a relative, friend or colleague in the next 12 months for current account banking?“
(2) Source: Coyne Research 12 month rolling data. Latest base sizes: Ulster Bank NI (375) Ulster Bank RoI (322) Question: “Please indicate to what extent you would be likely to recommend (brand) to your friends or family using a scale of 0 to 10 where 0 is not at all likely and 10 is extremely likely”.
(3) Source: Charterhouse Research Business Banking Survey (GB), based on interviews with businesses with an annual turnover up to £2 million. Quarterly rolling data. Latest base sizes: NatWest England & Wales (1258), RBS Scotland (422). Weighted by region and turnover to be representative of businesses in England & Wales/Scotland, 4 quarter rolling data.
(4) Source: Charterhouse Research Business Banking Survey (NI), based on interviews with businesses with an annual turnover up to £1 billion. Latest base size: Ulster (399) Weighted by turnover and industry sector to be representative of businesses in Northern Ireland, 4 quarter rolling data.
(5) Source: PwC ROI Business Banking Tracker 2016 (annual study only). Latest sample size: Ulster Bank (218)
In 2017 we will be switching the source of advocacy measurement for Ulster Bank Business in RoI to Red C. Red C is a recognised research agency that will provide more frequent reporting of NPS, as well as additional diagnostic customer feedback to help us improve the customer experience
(6) Source: Charterhouse Research Business Banking Survey (GB), based on interviews with businesses with annual turnover between £2 million and £1 billion. Latest base size: RBSG Great Britain (935). Weighted by region and turnover to be representative of businesses in Great Britain, 4 quarter rolling data.
(7) Source: Populus Public Reputation Tracking. Latest base sizes: NatWest (England & Wales) (871) Royal Bank of Scotland (Scotland) (226). Based on the question: "Thinking about [brand] how much you trust it to do the right thing?”. Scores reported are net trust minus distrust.