Second place in the Golden Banker 2021 ranking and four distinctions
Santander Bank Polska became the runner-up in the „Gold Banker 2021” ranking for the best multi-channel service quality, organised by Bankier.pl and „Puls Biznesu”. The second place in the ranking was also awarded to the „Account As I Want It” and the credit card, as well as the „We Will Double Your Impact” campaign in their respective categories. The advertisement for the mobile application with Marcin Dorociński won the first place in the „commercial spot” category.
Santander Bank Polska was for the fourth time at the top of the Golden Banker ranking, this year as runner-up in the Golden Bank category. The survey assessed all contact channels, convenience of use, ability to identify needs, approach to the customer and overall quality. Special attention was paid to remote service and growing popularity of BLIK. This year, additional assessment was made of communication via chat.
Customer experience, quality and standard of service have always been very important to us. In difficult times, the bar has been set even higher by our Customers. I am glad that thanks to the commitment of our employees and the ability to adapt to new conditions we have met these expectations. Accelerated digitalization has allowed us to provide many new remote banking options. The bank’s data shows that, on average, the frequency of customer contacts via chat and video advisor increased by 15% during the pandemic, and the number of mobile banking users went up by almost 20%. Our goal of being the best bank for the customers sets the priorities for the time ahead. There is no doubt that digital solutions have passed the test and will stay with us for good, so especially in this area we will be looking for new solutions so that our customers can bank remotely, the way they want to.
Last year Santander Bank Polska introduced many improvements to make remote services even easier and more accessible. Among other things, clients have the possibility to open a photo account, as well as a business account or children’s accounts without leaving home. The bank has also implemented open banking, so that customers can access accounts held with other banks in the online and mobile applications of the bank. A chatbot provides information on the bank’s website at www.santander.pl, and in branches customers can authorise transactions with smsCodes. The bank’s advisors are the first in Poland to use the newly introduced Salesforce tool, which improves service to corporate clients. The bank will continue to work on and introduce further projects to improve customer service satisfaction.
In the same survey, Account As I Want It and Santander Bank Polska’s credit card were awarded with the second place. Moreover, in the online vote for the best advertising spot, the first place was won by the commercial launched by Santander Bank Polska, promoting the convenience of the mobile application. Marcin Dorociński humorously raps about the daily struggle of social distancing and isolation that affected everyone. The actor plays several different roles, showing authentic lockdown experiences and the usefulness of Santander mobile application solutions. The campaign also highlighted the joint action of the bank and its customers, thanks to which more than PLN 5 million was donated to hospitals. These initiatives were additionally recognised by Internet users who awarded Santander Bank Polska the second place in the Socially Sensitive Bank category.
The „Golden Banker” ranking is co-organised by „Puls Biznesu” and Bankier.pl. The banks competing in the „Golden Bank – best multi-channel service quality” category, are surveyed by Kantar Polska and
Obserwatorium.biz and assessed in a mystery shopping process. The assessment covered both branch network and remote channels.
