Royal Bank of Scotland (RBS)

Financial Services in the UK

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Royal Bank of Scotland (RBS) overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Royal Bank of Scotland is on the rise. After adding +4 to its Overall Effort Score it has overtaken Virgin Money in the rankings.

The growth undoes the dip recorded in Q4 2024 and coincides with score increases in all four pillars. ‘Valuing the Customer’ was the biggest rise, adding +5 wave on wave.

‘Knowledge & Expertise’ could be the area for RBS to focus on, as it added a comparatively small +2 score wave on wave. RBS can improve this score by ensuring that details are clearly explained to its customers during contacts.

Style of Communication

last quarter

43% say the politeness of their customer service agents is 'excellent'

46% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge & Expertise

last quarter

41% rate the expertise of the customer service agent as 'excellent'

40% say the way details were clearly explained to them was 'excellent'

43% rate how well the customer service agent understood their particular problem or question as 'excellent'

Undertanding & Valuing the Customer

last quarter

41% rate this brand as 'good' for how they made them feel valued/important as a customer

40% say the range of solutions or options that were suitable was "excellent"

57% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem

last quarter

41% rate how easy it was to find the information they wanted on the website/app as 'excellent'

41% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

46% say they made it ‘very easy’ to achieve what they set out to do