The branch has beaten off strong competition from NatWest branches in a region spanning across Hampshire, Berkshire, Surrey, parts of Buckinghamshire and the Isle of Wight, to be recognised as the best NatWest branch in the area for delivering a high quality service to their customers. Scores given by customers by means of a questionnaire determine the result, and the staff at Totton branch have come out on top across a wide range of factors including - politeness and knowledge shown by the staff; cleanliness of the branch, and time spent queuing.
"When you work so hard as a team to deliver a quality service, it’s great to receive recognition from the Bank, but it means so much more because it is our customers’ comments that have put the branch in the top spot. We can’t thank them enough for their positive feedback. 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, is being recognised. 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."
Di Seward, Manager of NatWest's Totton Branch
"Di and her team have a passion for providing outstanding customer service, and I’m delighted that they have received the recognition for the important role they play in ensuring that our customers in and around Totton 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 by every single day. However, 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."
Tracey Smith, NatWest's local CEO for the Southampton area