- Santander Bank PolskaSantander Bank Polska
- Responsible bankingBank As You Want It
- SimpleBank As You Want It
- FairBank As You Want It
- PersonalBank As You Want It
- About the reportAbout report
Customer Centricity
GRI:
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[103-1, 103-2, 103-3]
for the reporting Aspect: Accessibility of products and services
for the reporting Aspect: Accessibility of products and services
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Customer centricity means that customers are always in the centre of the bank’s activities. Each new solution or service is planned with customers’ needs in mind. The customer-centric approach is the core of the business model and strategy of our bank and the entire Santander Group.
Account As I Want It
The Account As I Want It is a product developed on the basis of extensive consultations with customers and identification of their expectations and needs. It is an innovative and pioneering concept of a personal account on the Polish market with a flexible proposal aligned with the customer’s needs and preferences.
Main features:
- Customers can freely configure the features of the account;
- Free of charge account maintenance;
- Free of charge online money transfers;
- Fee amounts and their collection aligned with customers’ preferences;
- Account opening or conversion of an existing account (without changing the account number) can be done at a branch and via online and mobile banking platforms.
The Account As I Want It is one of the most advanced personal banking solutions available on the Polish market. It can be used by both new and existing customers of Santander Bank Polska.
The products received numerous awards and topped many account rankings, including the first place in money.pl ranking of personal accounts for young people below the age of 26.
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[Custom indicator 3]
Main activities to ensure customer satisfaction
Main activities to ensure customer satisfaction
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[103-1, 103-2, 103-3]
for the reporting Aspect: Relationships with customers, customer satisfaction, customer data security
for the reporting Aspect: Relationships with customers, customer satisfaction, customer data security
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Customer service quality and satisfaction
We do our best to ensure the high degree of customer satisfaction offering tailor-made products and adapting our proposal to customers’ needs. The high service quality is maintained by strict conformance with the adopted standards and by building lasting relationships with customers based on trust, respect, commitment, professionalism, skills and competences and a friendly approach to customers.
We follow the Customer Service Standards and Sales Conversation Model procedures and take care to develop the competences of our employees through a range of training programs upgrading their professional knowledge. During customer service training we focus on the need to identify and understand customer expectations. This is the only way to build customer satisfaction and long-term relationships with customers.
We do many different things to keep customer satisfaction high:
- We try to exceed customers’ expectations and quickly respond to their needs
- We require from our employees a proactive and engaged attitude in relations with customers;
- We focus on the service quality at each stage of the process;
- We regularly measure the service level through mystery shopping;
- We monitor customer satisfaction on an ongoing basis.
Our quality assurance processes help us minimize the risk of:
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customer dissatisfaction,
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customer attrition
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reputational risk.
Key measures implemented by the bank in 2018 to improve customer satisfaction:
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development of products based on the ”As I Want It” communication platform (investment and insurance products, cash loans),
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new schedule of fees and charges,
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image building campaign and the delivery of the brand promise ”You Bank As You Want It”,
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changes in the branch design.
For our SME customers we have created and launched the SME Advisor Website dedicated to our employees who provide services and build relationships with the owners of small and medium-size businesses. The website includes all applicable regulations, necessary information and links used by advisors when working with SME customers.
Corporate customers receive from us not only products, but also support in the form of expert knowledge and a range of instruments and solutions designed to boost the growth of their businesses.
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[Custom indicator 12]
Number of customers invited to evaluate the bank's quality of service and advisory support to customers in difficult situation (customer survey).
Number of customers invited to evaluate the bank's quality of service and advisory support to customers in difficult situation (customer survey).
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[Custom indicator 2]
Customer satisfaction measurement results
Customer satisfaction measurement results
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Customer satisfaction measurement
Voice of customer is one of the three pillars of customer experience management strategy, including:
- ongoing collection of feedback from customers through 20 modules of customer satisfaction and loyalty survey,
- ongoing Mystery Shopping research,
- defining key performance indicators in the area of customer experience management
- research aimed at gaining a deeper insight into customer expectations and their perception of cooperation with the bank.
NPS (Net Promoter Score)
Customer loyalty and willingness to recommend the brand is measured by the Net Promoter Score (NPS) which has been incorporated into the targets of the distribution network and support units.
Despite significant changes which occurred in 2018 (rebranding, acquisition of a demerged business of Deutsche Bank Polska S.A.), customer loyalty has remained high. In the retail segment, NPS stood at 35% and was 2% up versus the first half of 2018 and 3% up versus 2017.
SAT-NET Customer Satisfaction Survey
In the SAT-NET survey, we ask customers about their satisfaction with helpline services, both dedicated to retail and SME customers. In 2018, we requested more than 71,000 customers for feedback. Ultimately nearly 20,000 customers (19,670) took part in the survey. The SAT-NET satisfaction indicator in 2018 was 80.33%*.
*The satisfaction indicator was calculated as the difference between the percentage of customers rating their overall satisfaction with the conversation at 7 (maximum score) and the percentage of customers rating their overall satisfaction at 1 to 3 (1 being the minimum score). The indicator is expressed as a percentage value.
