Private client satisfaction survey

Providing exceptional personal service to our clients is a value that has underpinned our bank throughout our heritage. We regularly ask our clients to tell us what they think so we can continue to deliver the best-in-class service our clients expect and deserve. Client feedback matters because it informs us, not only on what we are doing right but crucially, where and how we can improve.

Subsequently, every year since 2021, we have invited all our clients to complete a client satisfaction survey – to answer questions about our service, our products, our fees and our private banking team. We have always scored highly compared to our peers and continue to do so, as our latest results show.

Client survey highlights

This last year, we scored extremely high on client satisfaction, with 97 per cent of our clients feeling valued and 99 per cent saying we are accessible and responsive. Some 90 per cent of our clients who use other banks as well as us, say that the quality of their relationship with Weatherbys is better.

We also scored strongly on the net promoter score (NPS)* score, which is a key indicator of how much clients value our service because it is based on how likely they are to recommend us. Our NPS has consistently been above 73 since we started surveying clients and in 2023 was 78.

We are always looking to improve the services we offer to our clients. We are in tune with a fast-evolving world and more than half of our profits are being invested in technology so we can provide an even stronger trusting relationship with our clients. We have created an enhanced out-of-hours team, so we now support our clients with any debit card or online query. In an increasingly digital and instantaneous world, relationship banking and being able to get in touch with a real person is ever more valuable. We will never lose sight of that and we recently created new teams for the Private Bank, again creating more specialist resources where needed and increasing availability for our clients.

*Net Promoter Score (NPS) is a measure used to gauge customer loyalty, satisfaction, and enthusiasm with a company. It’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:

The 2023 private client survey was carried out between December 2023 and January 2024 and the results were published in February 2024. The 2024 survey will be published in February 2025.