RBS
rbs.com ↗In their words
“RBS reports retail banking Net Promoter Score of -22 in Q3, down one point from prior quarter.”
“RBS demonstrates a clear link between increased sales and improved net promoter score in its customer experience program.”
“RBS saw a 20% improvement in customer Net Promoter Score after implementing a digital mortgage support tool.”
NPS disclosures (10)
RBS demonstrates a clear link between increased sales and improved net promoter score in its customer experience program.
RBS saw a 20% improvement in customer Net Promoter Score after implementing a digital mortgage support tool.
RBS brand remains in negative net promoter scores, while NatWest's NPS is stable.
RBS net promoter scores are on the rise, albeit from a low base, according to analyst commentary on Q2 2019 earnings.
RBS acknowledges appalling net promoter scores and commits to improvement.
RBS reports retail banking Net Promoter Score of -22 in Q3, down one point from prior quarter.
RBS is putting focus on customer experience and Net Promoter Scores to rebuild trust and rebuild customer relationships.
RBS's paperless mortgage process and online application strategy have continued to deliver high Net Promoter Scores from customers.
RBS has established a Net Promoter System using analytics to listen, learn and act on customer feedback organization-wide.
Analyst Joe Dickerson noted that RBS's NatWest branded business banking has negative and deteriorating Net Promoter Scores.
Retention disclosures (0)
No retention figures yet.
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About these figures
Every figure here was publicly disclosed by the named company: press releases, annual reports, SEC filings, earnings calls and news coverage. Companies tend to publish their NPS when it is good, so these numbers run higher than a true industry average: read them as what leading companies in this vertical say publicly, not as an industry benchmark.
NPS runs from −100 to +100. Retention figures are reported as the company defines them (net revenue retention, gross revenue retention, customer retention rate, churn). Every entry links to its source in the full database.