The Royal Bank of Scotland is set to close its Eastgate Shopping Centre branch to enhance customer experience with a new flagship site.
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The Royal Bank of Scotland (RBS) has officially confirmed the closure of its current branch located in the Eastgate Shopping Centre. This decision is part of a strategic move to establish a new flagship site, aimed at enhancing customer experience through improved services and technology.
The existing branch will cease operations on February 20, 2024, as the bank adapts to changing customer behaviors.
Shifting customer behaviors drive branch closures
Recent data has shown a significant shift in how customers interact with their banks, with RBS reporting a staggering 46% decline in counter transactions since January 2020.
This decline has prompted the bank to reassess its branch network and focus on locations that better serve the evolving needs of its customers. In light of this, customers will have access to the Inverness Chief Office branch on Harbour Road for a limited time before its own closure on March 14, 2024.
Investment in customer experience and technology
The decision to close the Eastgate branch is part of a broader £10.5 million investment in RBS’s banking operations across Scotland. The bank aims to create a more efficient branch network that prioritizes accessibility and advanced technology. A spokesperson for RBS emphasized the importance of maintaining a physical presence on the High Street while also adapting to the increasing reliance on digital banking services.
Commitment to in-person banking
Despite the growing trend towards digital banking, RBS acknowledges that not all customers have access to online services. Many still prefer in-person transactions, which is why the bank is committed to maintaining a network of branches that cater to diverse customer needs. The spokesperson stated, “Our customers are using digital banking more than ever before. Over 80% of our active current account holders now use our digital services, and over 97% of accounts with us are now opened online.” This highlights the bank’s dual approach of embracing digital transformation while ensuring that traditional banking services remain available.
As RBS prepares for the grand opening of its new flagship branch at Falcon Square on March 17, 2024, customers can expect enhanced service points and technology designed to improve their banking experience. The changes reflect a significant shift in the banking landscape, where convenience and accessibility are paramount.
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