We want to be the bank of first choice for customers, so we focus on building long-term relationships based on loyalty and trust. We are keen to learn about our customers' opinions in order to respond to their needs in the best possible way.
We measure customer satisfaction with their contacts with the bank across most channels, including branches, e-banking, mobile banking and helpline. The conducted analyses include satisfaction, loyalty and quality surveys, including after-sales service, relational analyses (conducted on our entire customer base) and benchmarking (showing how we compare to our competitors). In addition, we carry out dedicated research to get an in-depth insight into customers’ point of view and their expectations regarding the products and services offered.
In September 2020, Santander Leasing conducted its first customer satisfaction survey (NPS), with a sample of almost 900 SME customers. We asked about the propensity to recommend our company and satisfaction with the cooperation in the six most important customer journeys.
Our NPS score is 55 and 89% of customers say they would like to return to us for their next investment. The survey results also set the direction for the bank's business areas and processes in 2021.
55 ps
NPS
89 %
customers say they would like to return to us for their next investment
An indicator used to measure customer loyalty and their propensity to recommend the brand is one of the main indicators monitored in the bank. It is also an element of the incentive systems for all employees.
Our result achieved in 2020 (up by as much as 9% vs. 2017)
We measure customer satisfaction with the quality of service in call centres using the Net Satisfaction Index (SAT-NET). The survey is conducted with the participation of customers who have had contact with a call centre advisor in the last three months. We check whether the advisors follow the partner communication principles and whether they meet customer expectations.
level of individual customer satisfaction with helpline service (1,733 respondents)
level of SME customer satisfaction with helpline service (1,554 respondents)
| Electronic banking* | ||
| MASS | SME | |
| Electronic banking | 73.3% | 66.2% |
| Mobile banking (mobile application) | 70.7% | 60.3% |
