RBS 2015 Annual Report Download - page 10

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NatWest Personal and Business Banking NPS are
at their highest point since 2010
Net Promoter Scores across our core businesses Royal Bank of Scotland (Scotland)
NatWest (England & Wales)
RBSG (GB)
7
Personal Banking(*) Business Banking(**) Commercial Banking(***)
(13) (18)
(10) (9) (9)
6 5 8 8 9
-30
-20
-10
0
10
20
30
12 12 10 9 9
(23)
(17) (17)
(12)
(7)
(11)
(6)
4 6 9
Q4 Q1 Q2 Q3 Q4
2014 2015
Q4 Q1 Q2 Q3 Q4
2014 2015
Q4 Q1 Q2 Q3 Q4
2014 2015
(10)
(20)
(30)
(*) Personal Banking: Source GfK FRS, 6 month roll. Latest base sizes: NatWest (3509) Royal Bank of Scotland (623) Question “How likely is it that you would to recommend (brand) to a relative, friend or colleague in the next
12 months for current account banking?” Base: Claimed main banked current account customers. Year on year increases are not significant. (**+***) Business & Commercial Banking: Source Charterhouse Research Business
Banking Survey, quarterly rolling. Latest base sizes, Business £0-2m NatWest (1351) Royal Bank of Scotland (432) (***) Commercial: £2m+ combination of NatWest & Royal Bank of Scotland in GB (872) Question: “How likely
would you be to recommend (bank)”. Base: Claimed main bank. Data weighted by region and turnover to be representative of businesses in Great Britain. The year on year improvements in Business Banking are significant.