RBS 2003 Annual Report Download - page 21

Retail Banking
Annual Report and Accounts 2003
19
The Royal Bank of Scotland and
NatWest operate the largest retail
banking network in the UK serving
over 13.7 million personal
customers and 1.1 million small
business customers. In 2003 we
increased our income by 5%, to
£4,403 million and increased our
customer numbers by 3%.
 Our average loans to customers, excluding
mortgages, grew by 9% to £23.7 billion, average
mortgage lending by 12% to £33.7 billion and
average customer deposits by 6% to £60.9 billion.
Customer service
 We continued to combine traditional banking
values and innovation to give our customers the
freedom to choose how they wish to do business
with us, in their branch, by phone or over the internet.
 We have the largest retail banking network
in the UK with over 2,270 branches, over 5,900 ATMs
and more relationship managers than any other bank.
 We are the only UK bank that has made
an unequivocal commitment to our branch network
and this includes branch openings where
appropriate. In 2003 we re-opened the NatWest
branch, in Roman Road, Bethnal Green, London.
 We also increased the number of staff in
our branch network to improve the speed and quality
of service.
 In NatWest we made a significant investment,
enabling customers to telephone their branches
direct, for the first time for many years.
 OnLine Banking has seen another excellent
year of growth. Average daily volume of payments
was up 59% in 2003 and average daily value of
payments up 85%. We have also made a significant
investment to improve the enrolment process, and
have seen a 70% increase in applications.
 To meet the needs of customers buying
pensions and investments we introduced a telephone
advice centre enabling customers to speak to
advisers during office hours and in the evening.
 In response to customer feedback, Saturday
banking has been extended in Royal Bank branches
in our busiest locations and now includes a full
banking service. We have also increased 12-2pm
weekday cover in branches to make banking at
lunchtime easier.
 The introduction of Royal Bank of Scotland
Mortgages Direct Service, provides customers with
further choice in how they obtain finance for their
home, either face to face through our extensive
branch network, over the telephone or via the internet.
 The Premium Banking Service continues to
attract new customers who benefit from relationship
banking.
 Royal Bank of Scotland Customer Service
Reviews offer customers the opportunity to review
their finances with the purpose of making or saving
them money. In 2003 we were able to make or save
money for the vast majority of our customers for
whom a review was undertaken.
 In NatWest branches we launched Quick
Deposit units to save customers time and allow
them to make deposits without queuing. We also
continued our branch refurbishment programme.