NatWest wanted to strengthen its reputation as a customer-first bank by improving digital and branch experiences. With competition from fintech challengers and heightened customer expectations post-pandemic, the bank needed to understand how customers perceived their services across channels — particularly mobile app usage, online banking, and in-branch support. The goal was to identify friction points, improve satisfaction, and reinforce loyalty.
A multi-method programme was established:
Insights were delivered monthly, feeding directly into NatWest’s Customer Experience Hub. Key benefits included:
The programme helped NatWest raise Net Promoter Scores, increase mobile banking adoption, and reinforce its positioning as a bank committed to listening and acting on customer needs.
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