Santander Bank Polska awarded in eight categories of the Institution of the Year ranking
The bank won awards for customer service in the branches, in remote channels, for personal banking, mortgage banking and online banking. The process of opening an account in a branch and remotely was also appreciated. Last but not least, Santander Bank Polska was named the best bank for companies. Twenty-eight branches received the title of best banking outlets in Poland.
In the Institution of the Year ranking, banks are evaluated in ten categories and in four customer segments: retail, affluent, private banking and corporate.
The Institution of the Year awards are a beautiful recognition of our efforts and strategies. For our customers as well as our employees, we are constantly creating new solutions and improving existing ones, simplifying and developing our offering. We digitise processes and improve the quality of service so that every contact with us – whether remote or in person – is efficient, intuitive and reinforces the good experience of our customers. We are also systematically modernising and changing our outlets so that the comfort of our advisers and the place where customers meet us create a friendly environment. The numerous awards we have received in the Institution of the Year ranking are an excellent confirmation of the effectiveness of our actions in all these dimensions,” says Magdalena Proga-Stępień, Distribution Director at Santander Bank Polska.
The survey additionally verifies the efficiency and friendliness of the process of purchasing banking products in the branch and remotely. It also checks the quality of service and customer satisfaction in after-sales service.
Santander Bank Polska was the leader in the following categories: BEST SERVICE AT THE BRANCH and BEST SERVICE IN REMOTE CHANNELS. At the branch, customer satisfaction was assessed in key 11 areas. Remote service was judged on the quality of calls to the helpline and the format, timing and completeness of email responses. The bank also won an award as BEST BANK FOR COMPANIES. Here again, contact with the bank via the helpline and in branches, email communication and the process of opening a business account were key criteria.
Santander Bank Polska was also awarded the distinction for the BEST ACCOUNT OPENING PROCESS AT THE BRANCH and BEST REMOTE ACCOUNT OPENING PROCESS. In the remote process, ergonomics, friendliness and efficiency of account opening were evaluated. When opening an account in a branch, the customer experience when discussing the products and the opening process itself were crucial. Customers also evaluated the procedure of payment card cancelling and the options and procedures of terminating the relationship with the bank, as well as customer retention efforts. In each of the 13 banks, the bank’s own sales network was evaluated, and in selected banks, external networks and bank stands in shopping centres.
In the BEST INTERNET BANKING category, the award was given for useful everyday functionalities. Whereas, in the BEST PERSONAL BANKING category, the quality of service was assessed for customers who declare more than PLN 10,000 of income and have more than PLN 200,000 of savings. Santander Bank Polska also received a distinction for BEST MORTGAGE SERVICE.
Bank branches also competed for individual awards throughout the year. The award was given to branches that scored a minimum of 80% in two measurements. As many as 28 branches of Santander Bank Polska won the title of BEST BANK BRANCHES IN POLAND.
Institution of the Year is the largest and most comprehensive project in the market focusing on the quality of customer service in the banking sector. The eighth edition of the Institution of the Year survey lasted four quarters of 2022 and covered 13 banks. It involved 1,558 visits to bank branches, 1,264 calls to the helpline, 650 email enquiries, 380 newly opened personal accounts, 780 online banking and mobile app tests and 11,645 ratings and reviews by real mobile app users.
