RBS 2014 Annual Report Download - page 8

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RBS – Interim Results 2015
Highlights
Building the number one bank for customer service, trust and advocacy in the UK
● Investment in new products - Reward, the new current account proposition, was launched in July to a
small number of customers. Through the Reward account customers can receive 3% cashback on
certain household bills paid by direct debit. Full launch is scheduled for later in the year.
● Continued commitment to be fairer for customers - RBS is making overdrafts more accessible with
600,000 customers now newly eligible for a £100 overdraft. This is in addition to allowing a £250 limit
to customers who have had positive behaviour with RBS but historical issues with other lenders.
● Investment in service - The mortgage platform was upgraded and the number of mortgage advisors
increased to 869 in UK PBB (up 8% compared with the start of 2015 or 28% compared with Q2 2014)
which provides increased lending capacity. The NatWest mobile banking app customer NPS became
joint number one in the market(1) during Q2 2015, with real time registration allowing customers to
begin using the app as their account is opened. Around 2,800 staff registered for a bespoke lending
skills training programme and RBS rolled out a customer relationship management (CRM) tool to
around 3,000 staff, allowing them to have a single view of all customer needs and thus improve
service.
● Making RBS simpler to do business with - The time to open a personal current account has been
halved to 30 minutes as the bank transforms its systems, becoming simpler and quicker. The
Commercial Bank has delivered a 75% reduction in customer paperwork and a 25% reduction in the
time to open an account.
● Leading on innovation and collaboration - RBS is the first bank to launch TouchID login and adopt
Apple Pay whilst launching the first Royal National Institute of Blind People (RNIB) approved cards.
● Backing UK business - RBS launched a mid-market initiative to attract and support more businesses
with a turnover of between £10 million and £50 million or borrowing in excess of £1 million. The aim is
to achieve 300 new customer relationships, providing the means to grow and support UK business. In
partnership with Entrepreneurial Spark, the first of eight business accelerator hubs was opened in
Birmingham providing free space, mentoring and financial support to small businesses. A new £2.5
million Skills & Opportunities Fund to help people from disadvantaged communities learn new skills,
get into the world of work or set up their own business was also launched.
● Building a more capable and diverse workforce - RBS is raising professional standards by supporting
staff to undertake the Chartered Banker foundation qualification. RBS is the first bank to achieve
Investors in Young People Accreditation. In 2015 we will increase the number of apprentices from 50
to over 300. RBS has set a target of having 30% female leaders in every business by 2020.
RBS remains committed to achieving its target of being number one bank for customer service, trust and
advocacy by 2020.
We use independent surveys to measure our customers’ experience and track our progress against our goal
in each of our markets.
Net Promoter Score (NPS)
Customers are asked how likely they would be to recommend their bank to a friend or colleague, and
respond based on a 0-10 scale with 10 indicating ‘extremely likely’ and 0 indicating ‘not at all likely’.
Customers scoring 0 to 6 are termed detractors and customers scoring 9 to 10 are termed promoters. NPS is
established by subtracting the proportion of detractors from the proportion of promoters.
Note:
(1) Source: internal NPD Drivers study, June 15 based on 3 month roll with latest base size 2234.