RBS 2014 Annual Report Download - page 35
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33
RBS – Interim Results 2015
UK Personal & Business Banking
Key points
The strategic goal of UK PBB is to become the number one personal and business bank for customer
service, trust and advocacy in the UK. Throughout 2015, the business has continued to progress a number
of fair banking initiatives and technology investments.
• Continued to recruit further mortgage advisers, supporting an increase in applications, up 43% on Q2
2014 to £9.4 billion and up 42% compared with the prior quarter, providing a strong pipeline for third
quarter completions and subsequent balance growth.
• Successfully trialled the opening of key branches on the two May bank holidays with mortgage
advisers and business managers available to meet UK PBB customers’ banking needs.
• Enhancements to our current account opening process have halved the time to open an account to 30
minutes.
• The Reward current account which will provide 3% cashback on certain household bills paid by direct
debit launched in July to a small number of customers with a full launch scheduled for later in the year.
• Completed our Personal savings product simplification programme which included increasing the
interest rate received by 4.5 million personal customers.
• Provided more than 22,000 fixed rate business loans since launch, to a value of £1.8 billion helping
customers concentrate on growing their businesses without having to worry about interest rates o
r
hidden charges.
• In partnership with Entrepreneurial Spark, RBS opened business accelerator hubs in Birmingham,
Bristol and Leeds, with plans to open further hubs in major cities across the UK in the future as the
bank continues to support UK entrepreneurs and small businesses.
• Customers using the mobile application increased 12% to 3.3 million in the year to 30 June 2015,
supported by developments including the launch of instant mobile application activation. Such
developments have helped the NatWest mobile banking customer NPS to become joint number one in
the market.
• Became the first UK-based bank to offer TouchID technology within its mobile app, allowing customers
to use only their fingerprint for access, with over 1 million unique customer logins since launch.