Our long-term targets

Building the number one bank for customer service, trust and advocacy in the UK

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. In the Commercial and Mid-corporate business, where we still report a combined view reflecting both NatWest and Royal Bank of Scotland brands in Great Britain, RBSG has improved significantly year on year and Ulster Bank Business and Commercial in Northern Ireland has improved significantly since the survey results were first released in Q4, 2015.

 

 


Q3 
2015

Q2
2016
 

Q3
2016

Year end 2016 target

Personal Banking

NatWest (England & Wales)(1)

8

12

11

15

Royal Bank of Scotland (Scotland)(1)

-9

-7

-2

-5

Ulster Bank (Northern Ireland)(2)

-9

-16

-16

-3

Ulster Bank (Republic of Ireland)(2)

-15

-11

-8

-10

Business Banking

NatWest (England & Wales)(3)

6

4

4

13

Royal Bank of Scotland (Scotland)(3)

-12

-4

-4

2

Ulster Bank Business & Commercial

Ulster Bank (Northern Ireland) (4)

n/a

3

0

-4

Commercial Banking + Mid-Corporate Banking (5)

9

18

21

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 RBS has declined since Q2 2016 following news coverage of H1 results and a perceived poor performance in the EU stress test. NatWest has not changed since last quarter. Both are now below scores needed to meet the 2016 year end target.

    Q3 2015 Q2 2016 Q3 2016 Year end
2016 target
Customer Trust(6) NatWest (England & Wales)  44% 48% 48% 51%
RBS (Scotland) 11% 23% 13% 26%

Notes:

(1) Source: GfK FRS 6 month rolling data. Latest base sizes: NatWest (England & Wales) (3397) Royal Bank of Scotland (Scotland) (537). 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 KPI Tracker 12 month rolling data. Latest base sizes: Ulster Bank NI (388) Ulster Bank RoI (322) Question: “Please indicate to what extent you would be likely to recommend (brand) to your friends or family”
(3) Source: Charterhouse Research UK Ltd Business Banking Survey (GB), based on interviews with businesses with an annual turnover up to £2 million. Latest base sizes: NatWest England & Wales (1265), RBS Scotland (406). Weighted by region and turnover to be representative of businesses in England & Wales/Scotland 4 quarter rolling data.
(4) Source: Charterhouse Research UK Ltd Business Banking Survey (NI). Latest base size: Ulster (399) Weighted by turnover and industry sector to be representative of businesses in Northern Ireland, 4 quarter rolling data. In 2016 we switched the source of advocacy measurement for Ulster Bank Business & Commercial NI to the Charterhouse Business Banking Study. Charterhouse is a recognised, independent subscription study that provides more frequent reporting of NPS as well as additional diagnostic customer feedback to help us improve the customer experience.
Ulster Bank Business Direct RoI reports annually.
(5) Source: Charterhouse Research UK Ltd Business Banking Survey (GB), based on interviews with businesses with annual turnover between £2 million and £1 billion. Latest base size: RBSG Great Britain (954). Weighted by region and turnover to be representative of businesses in Great Britain, 4 quarter rolling data.
(6) Source: Populus. Latest quarter’s data. Measured as a net of those that trust RBS/NatWest to do the right thing, less those that do not. Latest base sizes: NatWest, England & Wales (1,008), RBS Scotland (217).