The Royal Bank of Scotland (RBS) is now at joint 10th place, alongside its competitors, Sainsbury’s Bank and Natwest, despite maintaining its Overall Customer Effort score of 58 wave on wave.
There are plenty of areas RBS can focus on for next quarter, though. Its Style of Communication score dropped -2 points to 60, after a drop in customers who ranked it as ‘excellent’ on the politeness of its customer service agents and its ability to communicate with them in their chosen language. Both areas dropped by 1%.
Both Knowledge and Expertise and Valuing the Customer declined by -1 point as well. Despite this, its Valuing the Customer pillar was marked higher by customers for how valued they were made to feel and how well they felt the bank understood their needs.
Some of these scores, however, could have been impacted by RBS’ store closures in April, where a fifth closed permanently. We will see how this continues next wave.