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. 

Listening and responding to our customers

To achieve this, we have in place a framework of independent customer feedback surveys that measure satisfaction across our business segments. In 2022, Net Promoter Scores (NPS) for Retail Banking improved by 9 points for NatWest and 12 points for Royal Bank of Scotland. NatWest Business Banking NPS declined by 3 points and improved by 7 points for Royal Bank of Scotland. In Commercial Banking NPS improved by 3 points for NatWest and remained unchanged for Royal Bank of Scotland.  Refer to page 44 of our 2022 Annual Report and Accounts (PDF 8.3MB) 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 2022, we incorporated customer feedback into a range of innovative solutions.

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 2022, we incorporated customer feedback into a range of innovative solutions. Please see our customer focus section on pages 42-44 of the 2022 Annual Report and Accounts (PDF 8.3MB) 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.