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The ambition to be number one for customer service, trust and advocacy, prompted RBS leaders to refocus resources on simplifying the customer journey and establishing a new operating model. Despite also reducing overall cost-to-serve, NetPromoter score (NPS) has increased 25 points, while the employee Engagement Index is up 9%. Transformation within planning has been fundamental to these successes. Although now 64% smaller in size, the team is more agile, supporting RBS to deliver better customer experiences along with significant savings, through smarter ways of working and tools, built in-house. As a result, customers with simple enquiries are now more likely to self-serve, while those at key ‘life events’ enjoy longer, more relevant and meaningful conversations – at no extra cost to RBS.

Key Results

• 25-point increase in NPS for NatWest brand
• Employee Engagement Index up 9%
• Overtime down by 48%
• Call volume down by 6 million
• My Knowledge views up 665%