NPS Net Promoter Scores across our core businesses 30 Personal Banking(1) Business Banking(2) Commercial Banking(3) 20 18 21 20 13 12 11 13 15 10 9 9 9 9 4 4 0 (2) (4) (4) (4) (2) (9) (6) (7) (7) (7) (10) (5) (10) Royal Bank of Scotland (Scotland) NatWest (England & Wales) (20) RBSG (GB) (20) (30) (30) Q4 Q1 Q2 Q3 Q4 Q4 Q1 Q2 Q3 Q4 Q4 Q1 Q2 Q3 Q4 2015 2016 2015 2016 2015 2016 (1) Personal Banking: Source GfK FRS, 6 month roll. Latest base sizes: NatWest (England & Wales) (3313), Royal Bank of Scotland (Scotland) (527) Question “How likely is it that you would to recommend (brand) to a relative, friend or colleague in the next 12 months for current account banking?” Base: Claimed main banked current account customers. The year on year improvement in NatWest Personal Banking is significant. (2+3) (3) Business & Commercial Banking: Source Charterhouse Research Business Banking Survey, quarterly rolling. Latest base sizes, Business £0-2m NatWest (1258) Royal Bank of Scotland (422) Commercial 45 £2m+ combination of NatWest & Royal Bank of Scotland in GB (935) Question: “How likely would you be to recommend (bank)”. Base: Claimed main bank. Data weighted by region and turnover to be representative of businesses in Great Britain. The year on year improvement in RBSG Commercial Banking is significant.