NPS Intelligence (beta)

Reflecting this momentum, we increased our high net worth £3m+ CAL clients by approximately 11%, with NPS up 11 points to +64. Improving digital self-service capabilities helped us to maintain our record mobile NPS of +56.

We continued to enhance the digital experience within the Coutts app, with record mobile NPS of 56, including 60% more readers of the Chief Investment Officer's articles and client engagement with personalised in-app messaging.

At the end of 2025, we delivered a return on equity of 21.7% and registered a two-point increase in our Net Promoter Score® (NPS) which rose to +50, underscoring the strength of our client relationships and the value we create.

In Private Banking and Wealth Management, we doubled the number of enhancements on the app, increasing our rating on the App Store to 4.4 and our Net Promoter Score to 54, up from 50 at our spotlight last June.

We support 19 million customers, including 2.4 million youth customers, along with 529,000 customers within our Premier segment where we have an NPS of 44.

Our digital experience also continues to improve, with mobile NPS rising to 54, reflecting the ongoing enhancements to our mobile app. Private Banking & Wealth Management provided £0.1 billion of climate and transition financing in Q3 2025, principally…

We are digitising more customer journeys and deploying AI to improve our productivity and customer experience which is reflected in our improved NPS scores across all three businesses.

Customer advocacy 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.

…and to various types of market risk, including interest rate risk, foreign exchange rate risk and commodity and equity price risk; customer experience, including our Net Promoter Score; employee engagement and gender balance in leadership positions.

…and to various types of market risk, including interest rate risk, foreign exchange rate risk and commodity and equity price risk; customer experience, including our Net Promoter Score; employee engagement and gender balance in leadership positions.

Against this backdrop, the NPS for NatWest Retail Banking dropped slightly from 22 in Q4 of 2022 to 21 in Q4 of 2023. Our performance Businesses continued to face into elevated rate conditions in 2023.

…and to various types of market risk, including interest rate risk, foreign exchange rate risk and commodity and equity price risk; customer experience, including our Net Promoter Score; employee engagement and gender balance in leadership positions.

And our net promoter score for this journey has improved from 42 at the end of 2020 to 57 today. We believe the responsible use of artificial intelligence will be a game changer as we embed it into our journeys and processes.

…to various types of market risk, including interest rate risk, foreign exchange rate risk and commodity and equity price risk; customer experience, including our Net Promotor Score (NPS); employee engagement and gender balance in leadership positions.

…to various types of market risk, including interest rate risk, foreign exchange rate risk and commodity and equity price risk; customer experience, including our Net Promotor Score (NPS); employee engagement and gender balance in leadership positions.

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.

…to various types of market risk, including interest rate risk, foreign exchange rate risk and commodity and equity price risk; customer experience, including our Net Promotor Score (NPS); employee engagement and gender balance in leadership positions.

For example, our retail NPS is now 20 compared to just four in 2019. Our affluent score has increased to 29 from minus two, and we have one of the leading scores in commercial banking at 22.

…types of market risk, including interest rate risk, foreign exchange rate risk and commodity and equity price risk; customer experience, including our Net Promotor Score (NPS); employee engagement and gender balance in leadership positions Limitations…

NatWest achieved 20% improvement in customer Net Promoter Score following digital mortgage support tool implementation.

…to various types of market risk, including interest rate risk, foreign exchange rate risk and commodity and equity price risk; customer experience, including our Net Promotor Score (NPS); employee engagement and gender balance in leadership positions.

Improving the customer experience has also resulted in a significant improvement in net promoter scores, with retail at 16, up from four in 2019, affluent at 26, up from minus two in 2019, and a business banking mobile NPS of 48.

…to various types of market risk, including interest rate risk, foreign exchange rate risk and commodity and equity price risk; customer experience, including our Net Promotor Score (NPS); employee engagement and gender balance in leadership positions.

…to various types of market risk, including interest rate risk, foreign exchange rate risk and commodity and equity price risk; customer experience, including our Net Promotor Score (NPS); employee engagement and gender balance in leadership positions.

This digitalisation of customer journeys is crucial to our future growth, and our Net Promoter Scores are improving in key segments as a result.

…to various types of market risk, including interest rate risk, foreign exchange rate risk and commodity and equity price risk; customer experience, including our Net Promotor Score (NPS); employee engagement and gender balance in leadership positions.

…types of market risk, including interest rate risk, foreign exchange rate risk and commodity and equity price risk; customer experience, including our Net Promotor Score (NPS); employee engagement and gender balance in leadership positions. ​…

…to various types of market risk, including interest rate risk, foreign exchange rate risk and commodity and equity price risk; customer experience, including our Net Promotor Score (NPS); employee engagement and gender balance in leadership positions.

…that customers were able to tell us about their experience by providing feedback through our customer surveys, including our Net Promoter Score survey framework, as well as syndicated surveys and customer listening focus groups for senior leadership.

NatWest achieved a Net Promoter Score of 60 in Commercial Banking account opening, up from 16.

NatWest reported Net Promoter Score improvements, with NPS scores for the NatWest brand rising to 7.

…to various types of market risks, including interest rate risk, foreign exchange rate risk and commodity and equity price risk; customer experience, including our Net Promotor Score (NPS); employee engagement and gender balance in leadership positions.

The swift action we have taken to help customers has contributed to increased net promoter scores, which are up 18 points in our branches and 20 points in business banking since March.

…our operational effectiveness: · Increased digital adoption with over 500,000 new mobile app downloads and over 485,000 new online banking customers (2) . · Launched digital credit scoring in our mobile app with a net promoter score of +52 (3) .

NatWest NPS has been positive and the brand is widely recognised in England and Wales.

…to various types of market risks, including interest rate risk, foreign exchange rate risk and commodity and equity price risk; customer experience including our Net Promotor Score (NPS); employee engagement and gender balance in leadership positions.

Our commitment to customers has resulted in improved UK Personal Banking NPS scores. NatWest moved up three places in the CMA Service Quality Survey rankings for ‘overall service’ in 2019, Customer Trust in RBS is improving.

For this reason 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.

RBS boss Alison Rose is focusing on boosting NatWest's net promoter score as part of Project Tusk.

The Institutional Banking electronic platform, eQ, is receiving positive Net Promoter Score (NPS) ratings and within our local banking business, 321, or 68%, of approved savings account applications by customers were paperless or required no signatures…

Personal Banking Q1 2018 Q2 2018 Q3 2018 Q4 2018 Q1 2019 Q2 2019 NatWest 12 13 12 11 11 11 Royal Bank of Scotland (14) (21) (22) (17) (14) (10) Ulster Bank Northern Ireland (6) (11) (9) (10) (3) 1 Ulster Bank Republic of Ireland (5) (7) (6) (6) (7) (11)…

…to various types of market risks, including interest rate risk, foreign exchange rate risk and commodity and equity price risk; customer experience including our Net Promotor Score (NPS); employee engagement and gender balance in leadership positions.

20 Measuring Customer Advocacy 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.

For this reason 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.

The table below shows NPS and Trust scores for our key brands: Net Promoter Scores by Brand Q2 2017 Q4 2017 Q2 2018 Personal Banking NatWest (England & Wales) (1) 13 12 13 Royal Bank of Scotland (Scotland) (1) -21 -6 -21 Ulster Bank (Northern Ireland)…

Royal Bank of Scotland leverages SAS to establish Net Promoter System for organizational customer feedback and investment prioritization.

It’s a 12-month rolling average, so they dropped off a very large month, which did pull down their average, they’re still sitting at number one in the market place on net promoter score in the commercial space.

Q4 2016 Q3 2017 Q4 2017 NPS: Personal Banking NatWest (England & Wales) (1) 13 12 12 Royal Bank of Scotland (Scotland) (1) (4) (13) (6) Ulster Bank (Northern Ireland) (2) (16) (4) (5) Ulster Bank (Republic of Ireland) (2) (7) (6) (7) NPS: Business…

And our mobile app has a Net Promoter Score of plus 51%. We do expect more customers to move to mobile as we increase the apps functionality.

The net-promoter score (NPS) is established by subtracting the proportion of detractors from the proportion of promoters. We also use independent experts to measure our customers' trust in the bank.

Just from the business banking, I'm quite disappointed in the net promoter scores, but we have done a fundamental rethink of how that business operates.

Commercial Banking NPS is up 4 points from H1 2016 at 22, statistically ahead of the rest of the Commercial Banking market. We still have significant work to do to improve customer experience across some of our other businesses and brands.

Innovative solutions like this have continued to make our mobile app net promoter scores have positive 50 and market leader. Customers are changing the why they bank with us and technology is becoming even more important.

…various types of market risks, including as interest rate risk, foreign exchange rate risk and commodity and equity price risk; customer experience including our Net Promotor Score (NPS); employee engagement and gender balance in leadership positions.

Commercial Banking NPS is up 4 points from H1 2016 at 22, statistically ahead of the rest of the Commercial Banking market. We still have significant work to do to improve customer experience across some of our other businesses and brands.

4) On our customer metrics: the March 2017 NatWest NPS score was the highest seen since we started to track it in 2009 and Commercial Banking is a market leader for customer advocacy.

…points from Q4 2016 Customer experience Significantly increase NPS or maintain No.1 in chosen customer segments The March 2017 NatWest Personal NPS score was the highest seen since we started to track it in 2009 Commercial Banking is a market leader…

This is the highest it has ever been and Commercial bank is a market leader with a score of plus 21, and we are pulling clear away from the other competitors in this area.

…points from Q4 2016 Customer experience Significantly increase NPS or maintain No.1 in chosen customer segments The March 2017 NatWest Personal NPS score was the highest seen since we started to track it in 2009 Commercial Banking is a market…

11 Chief Executive’s review While Q4 was down from the levels seen earlier this year, our Net Promoter Scores for Commercial and NatWest Personal in 2016 were the highest they have ever been.

We are the largest commercial bank in the UK and our ranking is joint number one on net promoter school. While low rates in some of our legacy back-book loans are temporary depressing returns in this business, our ability to generate value here is shown…

…various types of market risks, including as interest rate risk, foreign exchange rate risk and commodity and equity price risk; customer experience including our Net Promotor Score (NPS); employee engagement and gender balance in leadership positions.

…RWAs around £30-35 billion RWAs down £10.4 billion to £38.6 billion for the year to date Customer experience Narrow the gap to No.1 in Net Promoter Score (NPS) in every primary UK brand Year on year Commercial Banking (12) has seen an…

…billion RWAs down £10.4 billion to £38.6 billion for the year to date Customer experience Narrow the gap to No.1 in Net Promoter Score (NPS) in every primary UK brand Year on year Commercial Banking (6) has seen an improvement in NPS and is the…

And I'd like to now touch briefly on our Net Promoter Scores. Year-on-year we have seen improvements in NatWest Personal and Royal Bank of Scotland Business, Rol, RBS, Commercial and Mid-Corporates.

…RBS has made progress on customer Net Promoter Score (NPS) with improvements across NatWest Personal, Royal Bank Business and Commercial customers in the last year.

RBS has made good progress on customer Net Promoter Score (NPS) in the last year, although there still remains much to do. Common Equity Tier 1 ratio (CET1) of 14.6% remains in excess of target.

Customer experience: narrow the gap to No.1 for Net Promoter Score in every primary UK brand. 3.

Personal net promoter score is the highest that its ever been and we’ve seen improvements across most of our franchises and new reward account is a great product with a 3% cash back on selected households build tied by direct event.

Year-on-year, NatWest Personal Banking, NatWest Business Banking and Royal Bank of Scotland Personal Banking have seen significant improvements in NPS.

Customer experience Improve NPS in every UK franchise Year-on-year significant improvement in NatWest Business Banking, RBS Business Banking and Ulster Bank Personal Banking (NI).

Year-on-year, NatWest Business Banking, RBS Business Banking and Ulster Bank Personal Banking (Northern Ireland) have seen significant improvements in NPS.

Q3 2014 Q2 2015 Q3 2015 Year end 2015 target Personal Banking NatWest (England & Wales) (1) 7 8 8 9 Royal Bank of Scotland (Scotland) (1) -4 -10 -9 -10 Ulster Bank (Northern Irelan

Q3 2014 Q2 2015 Q3 2015 Year end 2015 target Personal Banking NatWest (England & Wales) (1) 7 8 8 9 Royal Bank of Scotland (Scotland) (1) -4 -10 -9 -10 Ulster Bank (Northern Irelan

…Statistically significant improvement in Net Promoter Scores (NPS) year-on-year in four of the seven businesses where it is measured. ● Adjusted return on equity in the Go-forward Bank (2,3) is estimated at 14% for H1 2015.

…Statistically significant improvement in Net Promoter Scores (NPS) year-on-year in four of the seven businesses where it is measured. ● Adjusted return on equity (4) in the Go-forward Bank is estimated at 14% for H1 2015. ●

…Net Promoter Scores show year-on-year improvement in Business Banking and Commercial Banking. There has been no significant change in Personal Banking. ●

…Net Promoter Scores show year-on-year improvement in Business Banking and Commercial Banking. There has been no significant change in Personal Banking. ●

Year end 2013 Year end 2014 Year end 2015 target Personal Banking NatWest (England & Wales) (1) 5 6 9 RBS (Scotland) (1) -16 -13 -10 Ulster Bank (Northern Ireland) (2) -31 -24 -21 Ulster Bank (Republic of Ireland) (2) -20 -18 -15 Business Banki

…Improve customer net promoter scores in all UK franchises, in line with the long-term goal of becoming the number 1 bank for trust, service and advocacy. ●

Highlights Building the number one bank for customer service, trust and advocacy in the UK NatWest RBS Net Promoter Score (NPS) Personal Banking 6 month rolling Sept 2013 Sept 2014 Sept 2013 Sept 2014 Score 4 7 (17) (4) Current gap to be clear #1 (1)…

…A positive trend in the Net Promoter Score has been achieved over the last 12 months. ● For the sixth consecutive year, Lombard received the Business Moneyfacts award for ‘Best Leasing & Asset Finance Provider’.

…funding has now been offered. · The number of complaints from SME customers fell by 7.5% compared to last year. · A positive trend in the Net Promoter Score has been achieved over the last 12 months. · For the sixth consecutive year, Lombard…

Net Promoter Score will be used as the primary bank-wide measure for the improvement in customer service, measured versus each segment’s defined peer group.

Measure 1: Customer: We will target the best Net Promoter Score in the market in the long term in each of our chosen business areas. The most trusted bank in the UK in the long term.

Net Promoter score increased from 36 to 50, which is well above the peer average of 42. "Proactively Provides Advice and Solutions" score was up from 62% to 85% and lead relationships as a percent of total relationships improved from 51% to 58%.

Measure 1: Customer: We will target the best Net Promoter Score in the market in the long term in each of our chosen business areas. The most trusted bank in the UK in the long term.

Net Promoter Scores improved slightly in Q1 2013 in a number of key areas. · Efforts to simplify processes and improve customer experience continue; changes to the current account opening process are being piloted that have so far significantly reduced…

Net Promoter Scores improved slightly in Q1 2013 in a number of key areas. · Efforts to simplify processes and improve customer experience continue; changes to the current account opening process are being piloted that have so far significantly reduced…

…externally were ‘completely satisfied’ or ‘very satisfied’, compared with the peer average of 71%. · RBS Citizens’ net promoter score, a measure of how likely customers are to recommend the bank, increased to 20% over the course of 2012 and was over…

…externally were ‘completely satisfied’ or ‘very satisfied’, compared with the peer average of 71%. · RBS Citizens’ net promoter score, a measure of how likely customers are to recommend the bank, increased to 20% over the course of 2012 and was over…

…surveyed externally were 'completely satisfied' or 'very satisfied', compared with the peer average of 71%. · RBS Citizens' net promoter score, a measure of how likely customers are to recommend the bank, increased to 20% over the course of 2012…

Retention rate (ISAs/fixed term deposits): 80% (Q1 2026) — “We have high retention rates, greater than 80%”

NatWest renews contract with Artesian Solutions, citing a 95% customer retention rate reflecting innovation and responsiveness to customer needs.