Santander Bank Polska named Friendly Bank

Santander Bank Polska won the first place in this year’s ranking of the FORBES monthly – „Company Friendly Bank” and the third place in the Newsweek weekly „Friendly Bank” ranking, in the traditional banking category.

Santander Bank Polska topped the „Company Friendly Bank” ranking of the FORBES monthly. The mystery shopper research covered not only the offer for small and medium-sized companies but also the quality and speed of services provided.

We want to be the best financial services platform for our customers, and excellent service and support is the foundation of good banking. The role of the bank is to understand the customer's business and help it prosper. And although times have changed in banking, the need to create and maintain partnership relations with clients remains unchanged. At Santander Bank Polska we do this every day. Every day, our advisers select optimum financial solutions tailored to the needs of every client so that they can bank with us whenever and however they want

Michał Gajewski

CEO of Santander Bank Polska

The auditors collected, among other things, information on account opening and rated contact with the helpline.

Santander Bank Polska was also ranked third in Newsweek’s „Friendly Bank” ranking, in the traditional banking category.

This is a key category for us, as we also build long-term relationships with our customers in traditional channels. Last year was a year of hard work by our distribution network to consistently build customer satisfaction and improve their experience in working with our bank. We are constantly accelerating digitalisation and simplifying processes and products. We are happy that our customers appreciate this

Michał Gajewski

CEO of Santander Bank Polska

In the Newsweek Friendly Bank ranking, the auditors assessed, among others, the opening of accounts in traditional way and online activation and the use of remote channels, including the mobile application. Contact with advisors and the helpline was also evaluated, including via mail and chat. In the survey, factors such as the quality, user-friendliness and effectiveness of remote services and new functionalities are becoming more important every year.

Santander Bank Polska systematically implements changes that make banking easier for customers and improve customer satisfaction. As part of this process, the bank uses service design thinking, a modern method of designing customer-oriented services and experiences, and relies on customer feedback. To support its processes, the bank uses robots e.g. in the areas of payments or complaints.

The ranking of the Forbes monthly assesses banking services and quality of service for companies from the SME segment, while the ranking of the Newsweek weekly assesses banking services and quality of service for retail customers. Both service quality studies are based on the mystery shopper method in cooperation with the Minds & Roses research agency.