This year, the auditors assessed the approach to customers, the identification of needs, the presentation of the offer and the broadly defined quality of service – all in relation to new and existing customers. The user experience of e-banking and service accessibility were also analysed. The survey covered around 750 bank branches and 560 telephone and mail contacts each, as well as over 300 tasks in electronic banking.
Santander Bank Polska was also awarded the 2nd place in the „Golden Banker 2022” ranking organised by Bankier.pl and Puls Biznesu in the Personal Account category for the Account As I Want It and for the mortgage loan. The bank also won 3rd place in the Payment Card – Best Design and Credit Card category.
The „Golden Banker” ranking has for many years provided a reliable assessment of the quality of service to bank customers, focusing on the best market practices and products that meet customer needs. The service quality survey for Puls Biznesu and Bankier.pl was carried out by the Minds&Roses agency and Obserwatorium.biz.