RBS 2013 Annual Report Download - page 14

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Customer story
Mobile nation
With over one billion logins since its
launch, the RBS mobile banking app
helps customers access their money
while on the move.
Over £30 million
transferred every day
At the swipe of a smartphone customers
can check their balance, move money,
view their transaction history, pay a
contact or even take cash out without
a debit card. With over £30 million
transferred every day, it’s actually the
bank’s busiest branch: over a 30 day
period, we had around 78 million logins
which is equal to each customer visiting a
physical branch around 30 times a month.
By contrast, people tend to visit an actual
branch less than once a month.
For further
information
see page
UK Retail
Performance highlights 2013 2012
Return on equity (%) 26.3 24.4
Cost:income ratio (%) 54 51
Loan:deposit ratio (%) 97 103
Risk-weighted assets (£bn) 43.9 45.7
Les Matheson
Chief Executive
25% Contribution
to Core income
We offer a comprehensive range of banking
products and related financial services to the
personal market. We serve customers through
the RBS and NatWest networks of branches
and ATMs, and also through telephone and
digital channels.
Performance overview
• Operating profit increased 3% from £1,891
million to £1,943 million, driven by a decline
in impairment losses.
• Mortgage balance growth was affected in
H1 2013 by advisor training but recovered
during H2 2013.
• Customer deposits increased by 7%, above
UK market average.
• Net interest margin held steady, despite
tightening margins on new mortgages. Lower
income was earned on current account
balances, but savings margins improved.
Building a better bank that serves
customers well
In March 2013 UK Retail announced its strategy
to become a simpler and more customer-
focused business. Investment of £700 million
over the next 3-5 years has been committed to
build the best retail bank in the UK.
Investment in digital channels continued, with
half of all eligible customers now banking
online or on mobile. Although branch counter
transactions have fallen 30% since 2010 a
programme to refurbish our branches has
begun.
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