RE: shrinking violets29 Aug 2019 12:57
I think you'd be surprised at the level of innovation at RBS. I don't know how many branches have been closed but it's at least hundreds, maybe over a thousand. Meanwhile the Bank is spinning up all sorts of new products and ventures at incredible pace. You probably heard about how it acquired FreeAgent recently, and you may have also heard about Bó (www.wearebo.co.uk) which is massive, and the Entrepreneurial Accelerator Hubs. But on top of that you've got Esme Loans (esmeloans.com), Mettle (mettle.co.uk), Tyl (natwest-tyl.com), APtimise (aptimise.com), Path (path.co.uk), Agile Markets (agilemarkets.com), FX Micropay (fxmicropay.com), CurrencyPay (natwestmarkets.currencypay.com), and that's all on top of the main/existing brands and their products: NatWest, NW Markets, NW International, RBS, RBS International, Ulster Bank, Adam & Co, Coutts, JCB Finance, Nordisk Renting, Lombard, Mentor, Invoice Finance, Isle of Man Bank, Child & Co, Drummonds, and Holts Military Banking. There is a lot going on.
I think it says a lot that RBS scores so low in customer satisfaction surveys specifically compared to NatWest. In many cases it's exactly the same service provided by exactly the same people. For example, Internet Banking is virtually the same across the two Banks with a different label on it, and if you have a problem, you chat/speak to the same contact centre staff for both. So I can't help but think that RBS gets scored down by respondents based on preconceptions/reputation relating to the RBS brand rather than the actual service provided.