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Customer Advocacy

We want to know what our customers think about us. It helps us better understand their needs and improve the products and services we offer. To achieve this, we have in place a framework of independent customer feedback surveys that measure satisfaction across our business segments.

Listening and responding to our customers

In terms of customer advocacy in 2021, Net Promoter Scores (NPS) for Retail Banking improved by six points for NatWest and seven points for Royal Bank of Scotland. Business Banking NPS remained flat. In Commercial Banking, NatWest maintained a leading score in the market while Royal Bank of Scotland is one of the leading brands. Refer to page 56 of our 2021 Annual Report and Accounts (PDF 10MB) for the full breakdown of scores. The insight from these surveys is reported at the most senior levels of the bank and plays a crucial role in how we address the evolving requirements 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.

In 2021, we responded to customer feedback with a range of innovative solutions. Please see our customer focus section on page 56 of the 2021 Annual Report and Accounts (PDF 10MB) for more information.

Related content

Read more about our approach to resolving customer complaints and how many we received in 2021.

Read more about how we aim to make our banking more accessible for all our customers.

Read more about how we support customers with buying and owning a home.