Santander Bank Polska awarded in 7 categories of the Institution of the Year ranking
Santander Bank Polska was recognised as the best bank for businesses, the bank with the best service in remote channels and in branches and the provider of the best personal banking services. Online and private banking and the process of account opening in branches were also appreciated. Individual 'Best Bank Outlet’ titles were granted to 34 outlets.
In the Institution of the Year ranking, banks are assessed comprehensively, in 10 categories and four customer segments: retail, affluent, private and business banking. It is not only the quality of customer service and product offering that are reviewed, but also the efficiency and friendliness of service and purchasing processes, both in branches and in remote channels.
The leadership in the Institution of the Year ranking is recognition of the daily efforts of all our teams and of our consistent focus on delivering the best experience for our customers. Unparalleled customer and employee experience, rapid digitalisation and sustainability are the pillars of our new strategy. We remain committed to ensuring that our solutions are simple, convenient and always tailored to the needs of our customers. We are simplifying and digitalising processes to make remote access to finances via our mobile app and online banking even more intuitive. A record number of 41 statuettes and recognition in so many areas of strategic importance to us is a great acknowledgment of our progress and sound decision-making in all aspects that matter to customers and proof that our advisors and support teams across the bank are listening and following the voice of our customers.
Santander Bank Polska topped the BEST SERVICE IN REMOTE CHANNELS and BEST SERVICE IN BRANCHES categories. The quality of customer service was verified by customers interested in the product offering most frequently used by customers from different age groups. In the remote channels, an important criterion was the positive experience of contact via the helpline, as well as via email. In contrast, in the case of branch service, positive customer experience in face-to-face contact with the advisor was crucial.
The bank also won in the category BEST BANK FOR BUSINESSES, where ratings were given by entrepreneurs. Satisfaction with direct contact with an advisor, call centre services and e-mail contact was taken into account, as well as the presentation of the account offer and additional services for businesses. Santander Bank Polska was also named number one bank on the Polish market in the category of BEST PERSONAL BANKING and received awards in the BEST ONLINE BANKING and BEST PRIVATE BANKING categories.
Individual awards were also granted to bank branches that scored a minimum of 80% in two measurements. This year, as many as 34 Santander Bank Polska branches were recognised – the highest number among all banks.
Institution of the Year is the market’s largest and most comprehensive project focused on the quality of customer service in the banking sector. This year’s 9th edition of Institution of the Year included five measurements conducted over a period of time covering 13 banks. To create the ranking, 1,711 visits were made to bank branches, 1,382 calls were made to call centres, 780 email enquiries were sent, 390 personal accounts were opened, 780 tests of online banking and mobile applications were carried out and 84,569 evaluations and reviews by real mobile application users were taken into account.
