Santander Bank Polska with ten awards in the Institution of the Year ranking
Santander Bank Polska was awarded in 9 categories in the 10th edition of the Institution of the Year ranking. The bank received the award for the best service in branches and remote channels, as well as in the categories of personal banking, business banking and private banking. Online banking and remote account opening process were also recognised, along with the new category – Customer Voice. In addition, 30 branches received individual awards for the highest standard of service.
Being awarded in various categories of the Institution of the Year ranking is a great honour for us. It is also a confirmation that our offer meets the needs of our customers and that our banking products and services are of the highest quality. This success will be an incentive for further development. We want to make our solutions for customers increasingly simple, convenient and accessible remotely, without compromising on quality.
The award in the ‘Voice of the Customer’ category confirmed Santander’s openness to the different needs of banking users. This was one of the novelties of the special 10th anniversary edition of the ‘Institution of the Year’ ranking. The project collected over 180,000 customer reviews posted on Google for 13 banks and almost 5,000 bank branches.
Banking tailored to customer needs
The bank took first place in the category ‘Best service in branches’. This ranking examined the level of satisfaction of customers of different ages when dealing with an advisor in person. Remote service was also recognised – in this case, the experience of customer contact via the helpline and email was evaluated. Santander Bank Polska has long been combining traditional banking with digital transformation. Santander Online was recognised for its wide range of available functionalities. The bank was awarded the title of ‘Best remote account opening process’ for opening an account using a selfie and the mObywatel application.
For another year in a row, Santander Bank Polska received an award for service quality in the Private Banking segment. The bank was recognised for the exceptional commitment of its advisors and the comprehensive presentation of its offer.
In the survey, the bank confirmed the high level of service for corporate clients and received an award in the ‘Best Bank for Business’ category. The bank stood out in the eyes of entrepreneurs thanks to its attractive offer and multi-channel customer support.
Santander Bank Polska also won two awards in the ‘Best Personal Banking’ category – in branches and remote channels. Select personal banking was recognised for its professional support from personal advisors in banking, investment, credit and brokerage services.
We are proud that the persistent and professional work of Santander Bank Polska's advisors and experts has been acknowledged and appreciated. Every day, they ensure the highest quality of service – both in branches and in remote channels. Our employees listen to customers and develop relationships with them based on trust and satisfaction which, in turn, benefits our market position.
On the occasion of the anniversary, three awards were also given to directors responsible for the development of Customer Experience. One of the ‘CX Leader’ statuettes was awarded to Joanna Olszewska, Head of the Retail Customer Segment at Santander Bank Polska.
Individual awards were also given to bank branches that scored at least 80% in two measurements. This year, as many as 30 Santander Bank Polska branches were awarded the title of ‘Best Bank Branch in Poland’.
Ranking
The Institution of the Year is the largest and most comprehensive project evaluating the quality of customer service in the banking sector. The aim is to raise service standards and build customer satisfaction. The research covers 14 thematic categories and 4 customer segments.
The quality of service is verified by real users, covering the level of service, purchasing processes and the flow of customers in branches and remote channels. The project is carried out throughout the year, using visits to branches, calls to the helpline, online banking tests and evaluations of mobile applications. As part of the 10th edition, more than 1,700 visits and almost 8,000 calls were made. In addition, almost 800 email enquiries were sent, 430 personal accounts were opened and 780 online banking tests were carried out. The 10th edition of the ranking also awarded 250 individual distinctions to branches.
