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7
RBS – Interim Results 2015
Highlights
The table below lists all of the businesses for which we have an NPS for Q2 2015. Year-on-year, NatWest
Personal Banking, NatWest Business Banking, RBS Business Banking and Ulster Bank (Northern Ireland)
Personal Banking have all seen statistically significant improvements in NPS.
In recent years, the bank has launched a number of initiatives to make it simpler, fairer and easier to do
business, and it continues to deliver on the commitments that it made to its customers in 2014.
Q2 2014 Q1 2015 Q2 2015 Year end
2015 target
NatWest (England & Wales)(1) 4 5 8 9
RBS (Scotland)(1) -10 -18 -10 -10
Ulster Bank (Northern Ireland)(2) -34 -18 -11 -21
Personal Banking
Ulster Bank (Republic of Ireland)(2) -22 -16 -14 -15
NatWest (England & Wales)(3) -15 -6 4 -7
Business Banking RBS (Scotland)(3) -30 -17 -17 -21
Commercial Banking(4) 9 12 10 15
Customer Trust
We also use independent experts to measure our customers’ trust in the bank. Each quarter we ask
customers to what extent they trust or distrust their bank to do the right thing. The score is a net measure of
those customers that trust their bank (a lot or somewhat) minus those that distrust their bank (a lot or
somewhat).
Trust in the RBS brand was impacted by the IT incident on 17 June 2015.
Q2 2014 Q1 2015 Q2 2015 Year end
2015 target
NatWest (England & Wales)(1) 49% 44% 48% 46%
Customer Trust(5)
RBS (Scotland) 0% 10% -2% 11%
Notes:
Suitable measures for Private Banking and for Corporate & Institutional Banking are in development. NPS for Ulster Bank Business Banking is measured at Q4.
(1) Source: GfK FRS 6 month rolling data. Latest base sizes: NatWest England & Wales (3,444) RBS Scotland (520). Based on the question: "How likely is it that you would
recommend (brand) to a relative, friend or colleague in the next 12 months for current account banking?”.
(2) Source: Coyne Research 12 month rolling data. Question: “Please indicate to what extent you would be likely to recommend (brand) to your friends or family using a scale
of 0 to 10 where 0 is not at all likely and 10 is extremely likely”.
(3) Source: Charterhouse Research Business Banking Survey, based on interviews with businesses with an annual turnover up to £2 million. 12 month rolling data. Latest
base sizes: NatWest England & Wales (1,240), RBS Scotland (419). Weighted by region and turnover to be representative of businesses in England & Wales/Scotland.
(4) Source: Charterhouse Research Business Banking Survey, based on interviews with businesses with annual turnover between £2 million and £1 billion. Latest base size:
RBSG Great Britain (965). Weighted by region and turnover to be representative of businesses in Great Britain.
(5) Source: Populus. Latest quarter’s data. Measured as a net of those that trust RBS/NatWest to do the right thing, less those that do not. Latest base sizes: NatWest,
England & Wales (916), RBS Scotland (209).