Corporate Social Responsibility Report 2018
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Digitalization

GRI:
  • [GRI 103-1] for the reporting Aspect: accessibility of products and services for the reporting Aspect: accessibility of products and services

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  • [GRI 103-2] for the reporting Aspect: accessibility of products and services for the reporting Aspect: accessibility of products and services

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  • [GRI 103-3] for the reporting Aspect: accessibility of products and services for the reporting Aspect: accessibility of products and services

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Our customers more and more often reach for solutions which satisfy their needs and expectations. This is reflected in a continuously growing  number of users of Santander mobile and Santander Internet. That is why we invest in technologies which support a simple, intuitive and integrated access to our products and services.

GRI:
  • [Custom indicator 4] Number of customers using online and mobile banking Number of customers using online and mobile banking

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  • [Custom indicator 5] Number of transactions in remote channels Number of transactions in remote channels

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Santander mobile*
2018 Q1 2019
Number of remote customers using Santander mobile 1 334 167** 1 396 139
Number of  transactions in remote channels (online, mobile and CC) – total number of mobile and online transactions 230 697 521 64 767 195

* In the reporting period changes occurred versus the data reported for 2017, namely an increase in the number of customers following the acquisition  of the demerged business of Deutsche Bank Polska on 12 November 2018.
** At the end of 2018.

The aim of our activities in 2018 was mainly to recognize the needs of customers and offer them multi-channel solutions ensuring freedom of using our banking services.

We launched new functionalities both in Santander mobile and Santander Internet:

Santander mobile

  • Development of BLIK in Santander mobile. Information was added about the parties from our list of contacts using BLIK;
  • Accounts with video verification in the smartphone;
  • The new option of managing messages and alerts from Alerty24 service. Customers can now filter and delete alerts. Additionally, the alert content can be hidden so that it is visible only after logging on to the application;
  • The option of unblocking a card which can be used when the card was blocked after entering an incorrect PIN code  a number of times.

Santander Internet

In Santander Internet we added a number of functionalities to facilitate execution of banking transactions and operations without leaving home.

  • Your finance /customer service – all services which customers can use to align the products used to their needs, place instructions or make necessary changes (e.g. change of address details or mobile phone number for smsCodes, ordering a certificate or cancelling an incorrect money transfer) are now available in one place.
  • Your finance /incoming payments – money transfers with execution date in the future have been made available.
  • Your finance /planning – suggested money transfers to be executed based on the user’s historical data have been introduced.