NatWest Group plc
natwestgroup.com ↗In their words
“We have high retention rates, greater than 80%”
“The cost/income ratio in Retail Banking decreased from 50% to 45%. In Private Banking and Wealth Management, we doubled the number of enhancements on the app, increasing our rating on the App Store to 4.4 and our Net Promoter Score to 54, up from 50 at our spotlight last June.”
“We saw strong AUM net inflows of £0.9 billion and a more than 50% uplift in 'new-to-invest' clients in the quarter, at c.23,000. We continued to enhance the digital experience within the Coutts app, with record mobile NPS of 56, including 60% more readers of the Chief Investment Officer's articles and client engagement with personalised in-app messaging.”
Disclosed NPS over time
Every Net Promoter Score NatWest Group plc has published, by date.
NPS disclosures (5)
Our strategy to drive deeper and broader client engagement delivered record AUM net inflows of £2.0 billion, equivalent to 9.2% of opening balances on an annualised basis. Reflecting this momentum, we increased our high net worth £3m+ CAL clients by approximately 11%, with NPS up 11 points to +64.
We saw strong AUM net inflows of £0.9 billion and a more than 50% uplift in 'new-to-invest' clients in the quarter, at c.23,000. We continued to enhance the digital experience within the Coutts app, with record mobile NPS of 56, including 60% more readers of the Chief Investment Officer's articles and client engagement with personalised in-app messaging.
We managed £119.0 billion in customer assets and liabilities (CAL), growing balances by £10.5 billion during 2025. At the end of 2025, we delivered a return on equity of 21.7% and registered a two-point increase in our Net Promoter Score® (NPS) which rose to +50, underscoring the strength of our client relationships and the value we create.
…performance continued Retail Banking continued In 2025, Retail Banking delivered an operating profit of £3.1 billion and a return on equity of 24.7%, with positive income and net interest margin momentum. We support 19 million customers, including 2.4 million youth customers, along with 529,000 customers within our Premier segment where we have a NPS of 44.
The cost/income ratio in Retail Banking decreased from 50% to 45%. In Private Banking and Wealth Management, we doubled the number of enhancements on the app, increasing our rating on the App Store to 4.4 and our Net Promoter Score to 54, up from 50 at our spotlight last June.
Retention disclosures (1)
Retention rate (ISAs/fixed term deposits): 80% (Q1 2026) — “We have high retention rates, greater than 80%”
88 earlier entries are in the full version. Get full access →
Lighthouse companies in Banking
About these figures
Every figure here was publicly disclosed by the named company: press releases, annual reports, SEC filings, earnings calls and news coverage. Companies tend to publish their NPS when it is good, so these numbers run higher than a true industry average: read them as what leading companies in this vertical say publicly, not as an industry benchmark.
NPS runs from −100 to +100. Retention figures are reported as the company defines them (net revenue retention, gross revenue retention, customer retention rate, churn). Every entry links to its source in the full database.