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Britain's most helpful bank? Not likely . . .
Originally posted by 5corpio
It's been a week for grumbling. First came complaints data from NatWest, showing a 75pc increase in the number of customer complaints. This was followed (rather quietly) by an independent review of the bank's Customer Charter. It's been a week for grumbling. First came complaints data from NatWest, showing a 75pc increase in the number of customer complaints. This was followed (rather quietly) by an independent review of the bank's Customer Charter.
If you don't remember this, perhaps you should be grateful you are impervious to bank advertising, because it was certainly heavily trailed. The Customer Charter was NatWest's big idea for salvaging its reputation after the banking crisis. It wants to be seen as "Britain's Most Helpful Bank" and set 25 goals for 2011 meant to help it on its way. Cue lots of adverts featuring perky bank assistants working for charity and making sure there aren't any queues in branches, and a promise that the charter would be independently audited – as indeed it has.
The trouble is, Deloitte's assessment focuses the mind on the bank's shortcomings in the same way you might look at your child's school report and only see the bits that say Could Do Better.
The assessment contains a bewildering number of ticks and crosses – enough to show you that the bank on target on only 18 of the 25 areas in which it has made such....Read more on todays story---> Britain's most helpful bank? Not likely . . . - Telegraph
If you don't remember this, perhaps you should be grateful you are impervious to bank advertising, because it was certainly heavily trailed. The Customer Charter was NatWest's big idea for salvaging its reputation after the banking crisis. It wants to be seen as "Britain's Most Helpful Bank" and set 25 goals for 2011 meant to help it on its way. Cue lots of adverts featuring perky bank assistants working for charity and making sure there aren't any queues in branches, and a promise that the charter would be independently audited – as indeed it has.
The trouble is, Deloitte's assessment focuses the mind on the bank's shortcomings in the same way you might look at your child's school report and only see the bits that say Could Do Better.
The assessment contains a bewildering number of ticks and crosses – enough to show you that the bank on target on only 18 of the 25 areas in which it has made such....Read more on todays story---> Britain's most helpful bank? Not likely . . . - Telegraph