Private client satisfaction survey

We pride ourselves on providing exceptional personal service to our clients – they are the very values that have underpinned our bank throughout our 250-year heritage. To continue to deliver best-in-class service, we want to hear from our clients to find out what they really think about Weatherbys Private Bank.

So, once a year, we invite all of our clients to complete a Client Satisfaction Survey – to answer questions about our service, our products, our fees and our Private Bankers. Such client feedback matters because it informs us, not only on what we are doing right but crucially, where and how we can improve.

Last year, we scored extremely high on client satisfaction, with 99 per cent of our clients moderately or very pleased with us (the average High Street bank satisfaction score is 72 per cent – source: EPSI). Some 97 per cent of clients said they would recommend Weatherbys Private Bank to a friend or family member. We also continue to listen to clients’ feedback regarding areas where they would like to see improvements, such as with digital banking – and last year we introduced Apple Pay and Google Pay, in addition to a new card App.

Client survey highlights

The likelihood that a client will recommend us is a key indicator of how much they value our service. This is shown by our very strong, so-called net promoter score (NPS)* score, which is based on the “how likely are you recommend us” question.

*Net Promoter Score (NPS) is a measure used to gauge customer loyalty, satisfaction, and enthusiasm with a company that’s calculated by asking customers one question: “On a scale from 0 to 10, how likely are you to recommend this product/company to a friend or colleague?” The NPS is the percentage of customers who are promoters (those who scored 9 or 10) minus the percentage who are detractors (those who scored 0 to 6). Banking industry average of 30 source: customergauge.com.

The 2021 private client survey was carried out between December 2021 and January 2022 and the results were published in February 2022. The 2022 survey will be published in February 2023.