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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) NatWest Retail NPS increased, but its ranking fell to joint 4th. NatWest Business Banking NPS improved and maintained its ranking. NatWest Commercial Mid-Market NPS fell, but remained the market leader in this segment. Royal Bank NPS continued to increase for Retail and Business Banking and was flat for Commercial Mid-Market. Refer to page 30 of our 2024 Annual Report and Accounts (PDF, 19.0 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.

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

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