ESG Service ESG Report 2022
Zmiana wielkości czcionki
wersja polska english version

Customers

We serve around 5.6 million customers, including:

  • Retail customers
  • Small and medium-sized enterprises
  • Corporations
  • Large companies
  • Public sector institutions

Customer-centricity

Customer-centric orientation is our compass – a strength whose implementation involves making decisions and designing processes, services and offerings with the customer’s perspective in mind.

One of the strategic directions within our Strategy 2021-2023 is 'Customer Obsession’, which means that every initiative and decision taken in relation to achieving the bank’s objectives takes into account the quality and strength of the customer relationship.

Simplicity, effortless banking and self-service are key features of our services. For business customer segments, a key differentiator is a good relationship with a dedicated adviser.

2022 was a landmark year for us from a customer experience management perspective. We concluded the transformation conducted between 2019 and 2022 with the adoption of the Customer Experience Management Policy (CX Policy). It will help us increase customer satisfaction and their propensity to recommend our bank.

The commitments made under our good customer service goal have become particularly important:

  • We help customers get things done 'here and now' (in all service segments).

  • We encourage them to expand their cooperation with the bank, also in other segments.

  • We support them with remote and omnichannel services.

  • We value each other and work together for the benefit of customers.

Inclusive banking

For us, inclusive banking means genuinely caring about and meeting the needs of our different customer groups. It is about taking care to tailor our offer, service and communication to all customers, without exclusions.

We continued the „Barrier-Free Service” programme that Santander Bank Polska S.A. has been implementing for 12 years. „Barrier-free service” aims to provide access to the bank’s services and products to customers with individual needs (people with disabilities, senior citizens). We have been systematically increasing our accessibility, using technologically advanced methods and taking care to ensure appropriate conditions in traditional banking outlets.

For more information, see our ESG Report.

Customer satisfaction surveys

We measure customer satisfaction with their interaction with the bank across most channels, including branch, e-banking, mobile banking and call centre. The analyses we do include satisfaction, loyalty and quality surveys, including post-transaction, relational surveys (conducted on our entire customer base) and benchmarking (showing how we compare to our competitors). In addition, we conduct dedicated research to gain better insight into the customer’s point of view and their expectations of the products and services being implemented.

Customer loyalty and their willingness to recommend a brand is measured by the NPS (Net Promoter Score), which is one of the main indicators monitored in our Bank. NPS is also part of the incentive systems for all employees.

In 2022, we were among the top four banks in Poland in terms of managing the quality of the mass customer experience. We were also ranked third in terms of NPS in the group of affluent customers and small and medium-sized companies. The improvement in our performance can also be seen in corporate customers, where NPS increased by 10 points.

Responsible sales

Responsible selling is governed by the provisions of our 'General Code of Conduct’. In accordance with the Code, we comply with the following principles:

  • fair treatment of customers at all stages of the sales process,
  • comprehensive information about the risks and costs associated with a given product or service,
  • competitive, transparent and reasonable prices,
  • product- and service-related information must be objective, understandable and relevant to the target customer group,
  • clear and comprehensible information on channels and decision-making processes for requests, incidents and claims.

Security of customer data

For us, responsible banking is all about keeping customers safe.

Cyber security and the appropriate management of technological risks are crucial. The bank has units that actively cooperate with each other and are responsible for continuously strengthening the security of transaction systems, tools used by customers in their daily banking, customer data, as well as the infrastructure and technology used in the organisation.

In 2022, we received 21 legitimate complaints from third parties regarding breaches of customer privacy. We did not receive such complaints from administrative authorities. There were no incidents of data leakage (loss) in 2022.

For more information, please see our ESG Report.