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Financial Services in the UK

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Natwest Logo
Vodafone overall Effect Score
Black Star 1

62

VS

Black Star 2

59

last Quarter

Sector Effort Score benchmark
Black Star 3

63

VS

Black Star 4

60

last Quarter

Brand analysis

It’s been a positive quarter for Natwest in the Customer Effort Index. The brand has added +3 to its Overall Effort Score, which has moved it into joint 10th alongside Halifax.

Q1 2025 marks the second straight quarter that Natwest has improved its Overall Effort score. All four pillars have seen wave-on-wave increases. ‘Valuing the Customer’ is up by +2, ‘Knowledge & Expertise’ by +3 and ‘Speed of Resolving Problems’ by +2

‘Style of Communication’ has edged up by +1, so should be a key area of focus for the brand in 2025 to continue climbing the table.

In August, Natwest announced that it was giving its digital assistant – Cora – a generative AI upgrade. Its Overall Effort Score has improved by +4 since then.

But what effect will branch closures have? NatWest is planning to close more than 50 branches across the country this year. Will we see this have an impact on its CEI figures? We’ll be watching closely.

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Style of Communication
68

vs

67

last quarter

54% say the politeness of their customer service agents is 'excellent'

54% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

 
Knowledge & Expertise
61

vs

58

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'

 
Undertanding & Valuing the Customer
63

vs

61

last quarter

43% rate this brand as 'excellent' for how they made them feel valued/important as a customer

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

62% say they were 'very satisfied' with the outcome of their communication or contact

 
Speed Solving the Problem
60

vs

58

last quarter

42% rate how easy it was to find the information they wanted on the website/app as 'excellent'

49% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

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