Company: BCS
Filing Date: 2025-02-13
Form Type: 20-F
Source: 0000312069-25-000114
Chunk: 273

Company: BARCLAYS PLC
Filing Date: 2025-02-13
Form: 20-F
Chunk 273
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100 clients. We were ranked within the top 5 for 56 of these clients, up from 49 in 20232. On track Investment Banking fee ranking and share3 6th (maintained since 2023) Fee share increased to 3.3% (from 3.0% in 2023) &#8226; Maintained sixth ranking with a slight increase in fee share &#8211; the highest of any non-US domiciled bank. Slightly ahead of track Customer and client satisfaction Improve Barclays UK: +17 (2023: +17) UKCB OSAT5: 62% (2023: 56%) USCB Non-Digital Care tNPS6: +51 (2023: +48) USCB Digital Composite tNPS7: +63 (2023: +61.3) &#8226; NPS score for Barclays UK maintained at +17, while digital and Premier NPS4 increased. &#8226; Client satisfaction has increased by 6% points in UKCB &#8211; measured by Overall Client Satisfaction (OSAT) score. &#8226; USCB continued to grow its customer base, adding c.3M customers organically, while at the same time improving customer satisfaction &#8211; Transaction Net Promoter Scores for both digital and contact centre agent servicing increased in the year, averaging +63 and +51 respectively. On track Complaints Reduce Barclays UK customer complaints and improve resolution time Barclays UK Total Complaints (% movement year on year): -36% &#8226; Targeted actions to improve customer experience led to a 36% reduction in customer complaints. This highlights the progress that we are making, but there is more to do to address the root cause of complaints. &#8226; 96% of complaints were resolved within 56 days (2023: 94%). Ahead of track Digital Increase digital engagement Barclays UK digitally active customers: 13.4m (2023: 12.7m) USCB digitally active customers8: 71.1% (2023: 68.7%) &#8226; The number of digitally active Barclays UK customers increased, along with Barclays UK digital NPS. &#8226; Further improvements were made to navigation and functionality in the Barclays app, which has nearly five billion logins a year. &#8226; USCB digital active rate improved by 240bps. On track Total Customers & clients: 3.5% out of