NatWest has announced it is trialling a virtual queuing system across its UK branches in a bid to adhere to social distancing guidelines.

The system, which was developed in partnership with Qudini, is currently being trialled across 178 branches, with plans to be rolled out wider in 2021. It means that customers will no longer need to queue at certain branches.

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Marcelino Castrillo, MD of customer engagement and distribution at NatWest, said: “When a customer visits a branch, we want to ensure two things: that they feel safe and we’re providing them with a seamless, helpful service. We have introduced a new virtual queuing system, when it’s required, to provide a more efficient service for our customers.

“This gives the customer flexibility and the ability to manage their time whilst visiting the branch. This, along with Banking My Way – which makes it easier for customers to tell us how they would like to be served and if they need some extra assistance – are just some of the ways that we are improving the customer experience.”

Virtual Queue

To access a virtual queue, customers visiting a branch must use their smartphone to scan a QR code that will be visible in the branch.

After this, customers will be given a queue position if required and will be sent a notification when it is their turn to be seen. This means that NatWest customers are able to leave the branch while they wait.

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The announcement comes after NatWest recently launched a new feature called Banking My Way, which is a free service that allows customers to record information about the support or adjustments they need to make banking easier.

For instance, customers can request a number of services, including quiet space when they visit a branch or even a translator if necessary.

The information will be shared on the bank’s internal systems meaning that customers will not need to repeat their requirements.

Since its launch, NatWest has received over 38,000 registrations for the feature.