Natwest - Nice

Financial Services in the UK

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Natwest overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Natwest has moved up one place in the Financial Services in the UK table, now sitting at joint-ninth alongside Monzo.

The brand has added +2 to its Overall Effort Score vs Q2 2025, buoyed by growth across all four component pillars.

Style of Communication, Valuing the Customer and Speed of Resolving Problems are all up by +2, while Knowledge & Expertise is up by +3.

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.

Style of Communication

last quarter

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

53% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge & Expertise

last quarter

46% rate the expertise of the customer service agent as 'excellent'

46% say the way details were clearly explained to them was 'excellent'

47% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

45% rate this brand as 'excellent' for how they made them feel valued/important as a customer

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

67% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

43% rate how easy it was to find the information they wanted on the website/app as 'excellent'

49% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "excellent"

53% say they made it ‘very easy’ to achieve what they set out to do