Independent, undercover judges from Your Money visited the branch assessing it on a wide range of factors including politeness and knowledge shown by the staff; cleanliness of the branch, and time spent queuing. The branch outscored the branches of other banks in the town, placing it as the market leader in the area. The replication of this position in other towns and cities across the country resulted in NatWest being announced as the winner at a recent award ceremony in London, attended by Serena Johnson, the manager of NatWest's Reading Market Place branch. NatWest were also announced as the winner of the Best Online Banking Provider category at the same event.
The Your Money Direct Awards were set up in 1998 as a forum for consumers to recognise and reward excellence in the financial services industry, particularly in the delivery of value-for-money products and high service standards via the direct channels of phone, online and branch.
Commenting on the success, Serena Johnson, Manager of NatWest's Reading Market Place Branch, said: "My team and I are thrilled to have played such a key role in helping NatWest achieve this national recognition. It's great to know that the work we do to try to deliver outstanding customer service at all times, and bring our helpful banking pledge to life, has been recognised externally at a national level. We know that we're not perfect and that we still have a lot of work to do, but hopefully this shows that our customers think we are on the right track"
Jennie Bartlett, NatWest's local CEO for NatWest in Reading, added: "Serena and her team have a passion for providing outstanding customer service, and I'm delighted that they have received such high-level, external recognition for the important role they play in ensuring that our customers in and around Reading receive the best level of care possible. They are a great example that the NatWest Customer Charter isn't just words, but real commitments that we are working to every single day. To know that the Your Money panel sees NatWest as No.1, not only in Reading but also throughout the country, is fantastic, but our customers can be assured that we won't be resting on our laurels. We can do better and we won't stop until we do."