Santander Bank Polska named “Best Bank in Poland”
Santander Bank Polska has won the main category “Best Bank in Poland” in the 11th edition of the “Institution of the Year” ranking. The bank was also recognized in five additional categories – branch service and remote channels, business banking, and both categories of personal banking.
In this year’s edition, Santander Bank Polska received a total of 12 awards, confirming its strong position in key areas of customer service. The title “Best Bank in Poland” is awarded to the leader of the financial sector that sets the highest standards of service quality.
Winning the ‘Institution of the Year’ ranking is particularly important to us, because the study is conducted throughout the entire year, in five waves, which makes it exceptionally comprehensive and reliable. It is a confirmation of our strength, quality and consistency in building the best possible customer experiences. This success is the result of the joint, everyday work and commitment of many teams across our bank to building relationships with customers. The results show that a consistent, customer‑focused strategy delivers tangible results. It is a great success of our employees, who every day ensure the highest quality of service and solutions for customers across all segments, as well as the development of all distribution channels – branches and outlets, as well as remote and mobile banking. For us, it is also a strong motivation and a commitment to further development and the joint building of our bank’s Love Brand,
Particular attention should be paid to the high level of positive customer experiences during direct contact with the bank, which translated into the award for “Best Branch Service.” In turn, the victory in the category “Best Remote Channel Service” confirms the consistently high level of customer satisfaction in both telephone and email contact.
For another consecutive year, Santander Bank Polska was recognized for the highest standards of service in personal banking, winning awards in the categories: “Best Personal Banking – Branch Service” and “Best Personal Banking – Remote Service.” The bank clearly outperformed its competitors and, as the only one, came close to the level of an ideal conversation. Advisors conducted conversations in an orderly manner, answered customers’ questions clearly and presented the offer in an attractive way. The bank also stood out for good meeting organization and a coherent presentation of the offer for affluent clients. Advisors presented a comprehensive cooperation model – from day‑to‑day banking to savings and investments – while emphasizing flexible forms of contact and cooperation between the Select hotline and branch advisors.
The bank also dominated the business service category, winning the “Best Bank for Businesses” award. This confirms that an attractive offer and comprehensive service constitute a significant competitive advantage in this segment.
Santander Bank Polska also placed on the podium in the categories “Best Account Opening Process in a Branch” and “Best Remote Account Opening Process (via mObywatel),” taking two second places, as well as in the category “Best Private Banking,” where it ranked third.
Additionally, 59 bank branches were awarded statuettes in the category “Best Bank Branch in Poland.”
About the Ranking
Institution of the Year is the largest and most comprehensive project on the Polish market dedicated to the quality of customer service in banks. Its goal is to systematically monitor standards and identify institutions that best respond to customer needs.
In the 11th edition, 13 banks operating on the Polish market took part, evaluated in 12 main categories covering four customer segments: retail, affluent, private banking and business. The year‑long study included an assessment of service for key banking products, the quality of processes in branches and remote channels, as well as the functionality of online banking and mobile applications.
As part of the study, 1,832 branch visits were conducted, 1,026 hotline calls, 50 meetings in the video channel, and 780 email inquiries were sent. Customers also opened 400 personal accounts and carried out 780 tests of online banking and mobile applications.
