Customer advocacy

We track customer advocacy for our key brands using the Net Promoter Score® (NPS), a commonly used metric in the banking industry globally.(1) The improvements we have made saw NatWest Retail’s NPS increase; we’ve also remained in 4th place in a competitive market. In Commercial & Institutional, NatWest £0–£750k NPS improved, with ranking increasing from 4^th to 3^rd place; NatWest £750k–£250m NPS remains the market leader in this segment with a small improvement in NPS. Royal Bank’s NPS increased for Retail and £750k–£250m, and dropped in £0–£750k although improved rank position. Refer to page 35 of our 2025 Annual Report and Accounts (PDF, 26.5 MB) for the full breakdown of scores.

These insights are reported at the most senior levels of the bank and play a crucial role in how we address the evolving needs of our customers.

In addition, the Service Quality Survey launched by the Competition & Markets Authority in 2018 helps us to benchmark our progress against other banks in the UK.