Customer focused | RBS

Customer Focused

As a proactive bank we’re building simple, intuitive and secure digital journeys for all our products and services and investing in the professional development of our frontline colleagues so we can give our customers what they want – outstanding service that’s effortless every day and brilliant when it matters.

Les Matheson, CEO Personal and Business Banking


We’re living in a world where customers expect everything to be available when and where they want it. Then when they need our help for something more important, like buying a home, they expect brilliant, personal service.

That’s why we’re pouring all our energy into making this the best bank for customers. Using automation and technology we’re simplifying and streamlining our key customer journeys - reducing costs and improving our controls, at the same time as making the end to end experience better for customers.

We’re also focussing on serving customers well. For us this means treating customers fairly, offering them flexibility in how they choose to bank with us and offering extra help to vulnerable customers and those in financial difficulty. It means keeping their funds safe and secure, improving financial capability and supporting enterprise.

We’re proud to have the most professional and engaged workforce of any bank in the UK, with over 10,000 colleagues achieving their Professional Banker Certificate.  We have an award winning banking app, which has approximately 5.5 million users and was awarded  ‘Best Banking App’ at the British Bank Awards. We’re a supporter of businesses in the UK and an established top 3 mortgage lender. Our re-launched Premier Banking service is helping us to exceed our customers’ expectations. And Closed Loop Feedback is giving us something no other bank has – real-time feedback from our customers which we are listening to, learning from and acting on every day.

We’ve already made great progress in putting the customer at the heart of everything we do. We’re confident that by continuing to find new and exciting ways to innovate we can give our customers what they want – outstanding service that’s effortless everyday and brilliant when it matters.


Above infographic represents a sample of 2017 highlights.

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