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Financial Services in the UK

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Natwest overall Effort Score
Black Star 1

63

VS

Black Star 2

62

last Quarter

Sector Effort Score benchmark
Black Star 3

64

VS

Black Star 4

63

last Quarter

Brand analysis

Natwest sits in joint ninth in the Financial Services in the UK table alongside Sainsbury’s Bank, Monzo and Halifax.

The brand has added +1 point to its Overall Effort Score, driven by advances in two of the component pillars – Style of Communication, up by +1, and Valuing the Customer, up by +2.

Knowledge & Expertise and Speed of Resolving Problems remain flat wave on wave, giving the brand areas to focus on to increase its score in future waves.

In March, Natwest and OpenAI announced a new partnership to enhance its digital assistants, describing the collaboration as a “first of its kind”.

The brand hopes to encourage customers to report suspected fraud via its chatbots, rather than over the phone, which the majority currently do. If Natwest gets this right, we’ll see the bank make efficiency savings and increase its Overall Effort Score. If it gets it wrong, the Customer Effort Index will be a great source of insights on where perceptions are falling down. 

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Style of Communication
69

vs

68

last quarter

52% say the politeness of their customer service agents is 'excellent'

50% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

 
Knowledge & Expertise
61

vs

61

last quarter

45% rate the expertise of the customer service agent as 'excellent'

44% say the way details were clearly explained to them was 'excellent'

46% rate how well the customer service agent understood their particular problem or question as 'excellent'

 
Valuing the Customer
65

vs

63

last quarter

48% say the way they understood their needs was 'excellent'

44% say the range of solutions or options that were suitable was "excellent"

64% say they were 'very satisfied' with the outcome of their communication or contact

 
Speed of Resolving Problems
60

vs

60

last quarter

40% rate how easy it was to find the information they wanted on the website/app as 'excellent'

45% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

52% say they made it ?very easy? to achieve what they set out to do