Client Satisfaction

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 95 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 we introduced Apple Pay and Google Pay, in addition to a new card App.

I did not realise until I started using Weatherbys just how possible it is to have a genuinely personal banking service in the 21st century.

Private Banking client

An outstanding banking service. I’m so happy to have moved to Weatherbys.

Private Banking client

Weatherbys is a fantastic financial resource; responsive, rapid decisions made by charming people. I know where I am, and I can rely on a speedy decision.

Private Banking client

I feel very privileged to be a client of Weatherbys.

Private Banking client

The insistence that clients can talk to real people when they phone the bank, which has been in place since the very start, remains a powerful USP.

Private Banking client

You take the stress out of banking and leave us to enjoy life.

Private Banking client

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.

We received some very humbling feedback in our last client survey; 95% of clients said they would recommend Weatherbys Private Bank to a friend or family member.

Quentin Marshall, CEO, Weatherbys Banking Group

*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 2022 private client survey was carried out between December 2022 and January 2023 and the results were published in February 2023. The 2023 survey will be published in February 2024.