Innovation & partnerships

NatWest introduces ‘virtual queue’ with Qudini

NatWest is to introduce a ‘virtual queue’ option across its branch network through its partnership with software developer, Qudini. The system is currently being trialled across 178 branches and set to be rolled out wider in 2021.

Since March NatWest has seen a significant increase in customers using their digital, mobile, and online support channels. With this latest technology in place, when customers do need to visit a branch they can join a virtual queue when it’s needed simply by scanning a QR code. Customers will then be provided with a queue position where required.  If a certain branch is particularly busy then at the time a customer visits, they can leave the branch and be alerted by text message when their appointment time is due. 

NatWest aims to be the most accessible bank anytime, anywhere – whether it’s on the phone, app or in person when needed. The bank recently launched ‘Banking My Way’ which allows customers to request how they want to be served. The service helps customers who need additional support by enabling them to request bespoke assistance and has received over 38,000 registrations since its launch. Customers can make specific requests which could include requesting a quiet space when they visit a branch, being spoken to more clearly and slowly or even request a translator. The bank is able to tailor the service depending on a customer’s individual needs.  

Through its partnership with Qudini, these additional features allow NatWest to put customers first; making banking simple, fast and convenient.


Marcelino Castrillo, MD of Customer Engagement and Distribution at NatWest said: “When a customer visits a branch, we want to ensure two things: that they feel safe and we’re providing them with a seamless, helpful service. We have introduced a new virtual queuing system, when it’s required, to provide a more efficient service for our customers. This gives the customer flexibility and the ability to manage their time whilst visiting the branch. This, along with Banking My Way – which makes it easier for customers to tell us how they would like to be served and if they need some extra assistance – are just some of the ways that we are improving the customer experience."


As local lockdowns continue, NatWest is proactively making  approximately 136k calls to vulnerable customers to offer support. The bank has extended its dedicated support line to the over 60’s, which was previously for over 70’s, and also extended its dedicated NHS staff line to include social care workers.

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