Ratio of customers won or lost by Royal Bank of Scotland in the UK 2018-2023
As an indicator of customer satisfaction, no matter the size of a bank, one concern should be that of the number of customers switching away from a bank's service outnumbering that of new customers switching to the bank. During the third and fourth quarters of 2022, the Royal Bank of Scotland (RBS) saw more customers leave than join, with the third quarter being a particularly poorly performing quarter for the bank in terms of customer acquisition. In the first half of 2023, customer retention at RBS improved notably, with positive ratios in both quarters.
