Dialogue with customers – surveying needs and satisfaction

GRI:

[Custom indicator] Results of customer satisfaction measurement

We are open to the customers voice, we listen to them, we care about increasing the level of customer satisfaction and want to build long-term relationships based on trust and loyalty.

One of the activities aimed at consistency and high standards of service is continuous measurement of customer satisfaction with the bank in various channels, including branches, e-banking and mobile banking. We source our knowledge of the customer perspective from satisfaction and loyalty surveys.

NPS

Net Promoter Score – an indicator used to measure customer loyalty and their propensity to recommend a brand, is one of the main parameters monitored in our bank. It is also an element of the incentive systems for all employees.

In Santander Bank Polska, the level of loyalty of retail segment customers according to NPS increased during 2019 by 4%, from 35% in 2018 to 39% in the second half of 2019. In relation to 2017, the result is higher by as much as 6%.

Customer service quality measurement

GRI:

[Custom indicator] Results of customer satisfaction measurement

In 2019, just as in previous years, we were examining the quality of customer service in our Call Center. We checked whether the advisors talked with customers in line with the partner communication principles and whether they met the customers’ expectations. This was done using a dedicated automatic survey, which is conducted directly after the conversation.

Clients assessed, among others, the advisor’s friendliness, politeness and commitment on a scale from 1 (least satisfied) to 7 (most satisfied).

The survey was addressed to over 64 thousand customers. The response rate was nearly 28%. The SAT-NET customer satisfaction level reached 82.56%.

Since 2019 we have also introduced a similar study for CCS services, i.e. customer service through automatic contact channels. The survey was conducted by way of text messages.

We have invited over 39 thousand clients to participate in the survey. The response rate was 10%, and the SAT-NET customer satisfaction level reached 64%.

The abovementioned research is carried out for customers contacting our Call Center for the following segments: retail customers, including mortgage borrowers, SME and leasing.