Customer Advocacy | RBS

Customer advocacy

Measuring our progress

RBS remains committed to being the number one bank for customer service, trust and advocacy.

We know that we still have much to do. Our recent programme of branch closures has had a detrimental impact on customer scores. But we are determined to make a difference with the things that matter most to our customers. We are listening hard. In 2018, we called a total of over 113,000 customers: either to learn more about feedback that they had already given us, or respond to issues that they had mentioned. Last year, we responded to 70% of those that raised issues in less than 4 days. (*)

We carefully monitor and track our progress. The Service Quality survey launched by the Competition & Markets Authority in 2018 helps us to benchmark our progress against other banks in the UK. In addition, we use a number of independent surveys to make sure that we are improving customer experience across all of our brands; for more information, please click here.

(*) Limited assurance provided by Ernst & Young LLP.
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