Customer advocacy

We monitor a framework of independent customer feedback surveys to measure customer satisfaction, advocacy and trust for our key brands and services.

Listening to our customers

We track customer advocacy for our key brands using the Net Promoter Score® (NPS), a commonly used metric in banking and other industries across the world(1). Royal Bank NPS increased for Retail and Business Banking, but fell for Commercial Mid-Markets. For NatWest we have seen a decline in NPS. In Retail NatWest remained in 3rd place compared to our peers. Businesses continued to face a challenging economic environment in 2023. Our ranking in Business Banking is unchanged, and we remain a leader in Commercial Mid-Market compared to our peers. Refer to page 34 of our 2023 Annual Report and Accounts (PDF 19.6MB) 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.


(1) NPS® and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld.

In 2023, we incorporated customer feedback into a range of digital tools and personalized engagements. Please see our customer focus section on pages 32-35 of the 2023 Annual Report and Accounts (PDF 19.6MB) for more information.

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