Figures were calculated by ÌÇÐÄÆƽâ°æ using the data published by the source.
The source adds the following information: "This data includes personal customers, small businesses and small charities that have switched using the new Current Account Switch Service and received the benefits of the Guarantee and payment redirection services."
Figures are rounded.
Citation formats
RBS ratio of customer acquisition in the UK 2018-2025
Customer retention is a key indicator of satisfaction across banks of all sizes, with a negative switching ratio - where departing customers outnumber new arrivals - signaling potential service issues. The Royal Bank of Scotland (RBS) struggled with customer retention between 2018 and 2025, predominantly experiencing net customer losses. The bank's most challenging period came in the last quarter of 2024, when it recorded its lowest retention ratio of **, indicating that for every new customer, more than *** existing customers switched to other banks. As of Q1 2025, the retention ratio improved slightly to ****.
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ÌÇÐÄÆƽâ°æ. (July 18, 2025). Ratio of customers gained by the Royal Bank of Scotland in the United Kingdom (UK) from 2nd quarter 2018 to 1st quarter 2025 [Graph]. In ÌÇÐÄÆƽâ°æ. Retrieved August 05, 2026, from /statistics/1099278/ratio-of-bank-customers-won-and-loss-by-royal-bank-of-scotland-in-the-united-kingdom/
ÌÇÐÄÆƽâ°æ. "Ratio of customers gained by the Royal Bank of Scotland in the United Kingdom (UK) from 2nd quarter 2018 to 1st quarter 2025." Chart. July 18, 2025. ÌÇÐÄÆƽâ°æ. Accessed August 05, 2026. /statistics/1099278/ratio-of-bank-customers-won-and-loss-by-royal-bank-of-scotland-in-the-united-kingdom/
ÌÇÐÄÆƽâ°æ. (2025). Ratio of customers gained by the Royal Bank of Scotland in the United Kingdom (UK) from 2nd quarter 2018 to 1st quarter 2025. ÌÇÐÄÆƽâ°æ. ÌÇÐÄÆƽâ°æ Inc.. Accessed: August 05, 2026. /statistics/1099278/ratio-of-bank-customers-won-and-loss-by-royal-bank-of-scotland-in-the-united-kingdom/
ÌÇÐÄÆƽâ°æ. "Ratio of Customers Gained by The Royal Bank of Scotland in The United Kingdom (Uk) from 2nd Quarter 2018 to 1st Quarter 2025." ÌÇÐÄÆƽâ°æ, ÌÇÐÄÆƽâ°æ Inc., 18 Jul 2025, /statistics/1099278/ratio-of-bank-customers-won-and-loss-by-royal-bank-of-scotland-in-the-united-kingdom/
ÌÇÐÄÆƽâ°æ, Ratio of customers gained by the Royal Bank of Scotland in the United Kingdom (UK) from 2nd quarter 2018 to 1st quarter 2025 ÌÇÐÄÆƽâ°æ, /statistics/1099278/ratio-of-bank-customers-won-and-loss-by-royal-bank-of-scotland-in-the-united-kingdom/ (last visited August 05, 2026)
Ratio of customers gained by the Royal Bank of Scotland in the United Kingdom (UK) from 2nd quarter 2018 to 1st quarter 2025 [Graph], ÌÇÐÄÆƽâ°æ, July 18, 2025. [Online]. Available: /statistics/1099278/ratio-of-bank-customers-won-and-loss-by-royal-bank-of-scotland-in-the-united-kingdom/
