Christmas IT failures put NatWest brand at risk

Barnett, Michael
December 2013
Marketing Week (Online Edition);12/03/2013, p3
Trade Publication
The author discusses the service outage resulting from information technology (IT) system failures of the Royal Bank of Scotland (RBS) Group brands including Ulster Bank, RBS and NatWest. He mentions the research by customer experience agency Foolproof which found that 400 people a day turn to building society Nationwide as it tops YouGov's BrandIndex ranking of financial brands. He also cites trust and dependability as the main reasons for customers to remain loyal to a brand.


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