NPS Intelligence (beta)

This empowers our advisors to deliver high-quality, personalized service, as evidenced by the high customer satisfaction levels, with an NPS of 87 points as of December 31, 2025 (an increase of six points since December 31, 2024).

…Culture and People Culture and People Customer Centricity Customer Centricity Credit Credit Investments Investments NPS 60 +2 points in 2 years Individuals NPS 49 +9 points in 2 years Companies Assisted channels 78 80 79 80 78 78 78 79 78 79 4Q24 1Q25…

unified payment journey NPS of 84 points

…Investments Total 72.8 million (+7% YoY) Customers Customers with primacy1 +7% YoY Active 33.7 million (+4% YoY) NPS 61 +7 points in 2 years Individuals NPS 52 Companies +13 points in 2 years Customer satisfaction Weviewcardsasakeytransactionalityle…

In addition, during the period from December 31, 2023 to December 31, 2024, we improved our NPS from 71 to 78.

Furthermore, our quest for service quality, combined with increasingly integrated sales channels and continuous technological improvement, has helped us achieve an individual Net Promotor Score, or “NPS,” of 58 points as of December 31, 2023.

On the left-hand side of the slide, on the bottom part, we have a chart that shows the evolution of our NPS. Back in 2017, almost seven years ago, Santander was one of the first large banks to talk about NPS.

Furthermore, our quest for service quality, combined with increasingly integrated sales channels, has led to a higher level of satisfaction among our customers, with an individual NPS of 54 points as of December 31, 2022.

Our overall NPS among individuals hit 54 points in the fourth quarter, an increase of 4 basis points with the onboarding reaching 71. And products deem important to client linkage like mortgage, credit cards, also increasing during the period.

…Our NPS is at 55 points. We keep working on that.

And lead time for different products has clearly dropped, fast improving NPS, as you will see in the next slide. And finally continuing with a long series of efficiency improvement, cost to serve digital customers declined by 25% year-on-year to those…

SIM also has a high level of customer satisfaction, with an NPS of 80 points in the year ended December 31, 2021. emDia emDia is an online debt renegotiation platform.

So, as you can see here, we see a very rapid growth on the customer side, as already mentioned, but that has not happened without attention to quality, which the NPS is only one dimension.

And one important reason to explain this evolution is customer service, which is reflected in our NPS of 62 points.

…according to the following model: For the fiscal year of 2020 the Quantitative Metrics evaluated were as follows: Category Weight Quantitative Costumers 20% NPS / customer satisfaction Number of loyal customers Shareholders risks 10% Credit cost…

In 2020, despite the ongoing COVID-19 pandemic, we achieved our highest level of customer satisfaction, with an NPS of 63 points, rising 7.5 points over the immediately preceding 12 months.

The NPS I introduced to you that we were performing nicely there, 63 basis points we started with almost - when we started to publish the number we were close to 40, we as, if you remember we spent some pointers around the 55 to 57 points and now we…

As part of our enhanced focus on digital channel, today, more than 85% of new loans are granted electronically delivering a satisfaction rate and NPS as you can see in this slide of 88 basis points.

You saw the NPS going up to 61%. That means that we are where we are supposed to be and that clients are responding to that.

…feedback on our stance has been excellent and quite positive, I would say, so far, and it has been reflected in our NPS, which, as you can see, stands at 58 points in the quarter, finalizing and starting this quarter, the second quarter already at…

…fiscal year 2019, the Quantitative Metrics evaluated were the following: Category Weight Quantitative Costumers 20% NPS / customer satisfaction Number of loyal customers Shareholders risks 10% Credit cost ratio (IFRS 9) NPL ratio capital 20% Capital…

We ended 2019 with an NPS of 56 points and we believe that this high level in satisfaction translates into an expansion of our loyal customer base.

The NPS (Net Promoter Score) indicator, which is one of the management tools for measuring satisfaction, still stands at a high level, reaching 56 points in the quarter.

The NPS (Net Promoter Score) indicator, which is one of the management tools for measuring satisfaction, still stands at a high level, reaching 56 points in the quarter.

The Net Promoter Score (“NPS”) indicator remains at high levels, 58 points in the quarter, meaning an increase of 3 points in twelve months.

Customer recognition can be confirmed by the Net Promoter Score (NPS), which is already recording high levels: 59 points in this quarter, rising 8 points YoY.

In our fee revenue performance is highly linked with NPS. It comes as a result of adequate pricing and raise in funds service, quality and related loyalty, fast increasing transactionality.

Customer loyalty: Our customers have acknowledged the enhancements in service and experience, which has led our NPS (Net Promoter Score) to remain on an upward trend, reaching 59 points this quarter, up 10 points YoY.

We ended 2018 with an NPS of 57 points, an increase of 14 points relative to 2017. This rise in satisfaction can also be seen in the expansion of our loyal customer base. · Operational excellence.

Customer loyalty In 2018, the Bank was pioneers in the Brazilian financial industry in announcing the NPS (Net Promoter Score), which reached 57 points this quarter, up 14 points YoY.

Customer loyalty In 2018, the Bank was pioneers in the Brazilian financial industry in announcing the NPS (Net Promoter Score), which reached 57 points this quarter, up 14 points YoY.

It’s highly linked obviously as I always mentioned with the NPS, the Net Promoter Score levels. It comes as a result of adequate pricing and improvements in the quality of our products and services, fast increasing transactionality.

Customer loyalty In 2018, the Bank was pioneers in the Brazilian financial industry in announcing the NPS (Net Promoter Score), which reached 57 points this quarter, up 14 points YoY.

This quarter, our NPS (Net Promoter Score), a tool used to gauge customer experience, reached 55 points, which represents 4.0 points rise compared to the previous quarter.

…by the expansion and adaptation of our product and service portfolio, the adoption of more agile and optimized processes, the significant results of our digital strategy and the adoption of the Net Promoter Score (NPS) to monitor customer satisfaction.

Banco Santander continues to use the Net Promoter Score (NPS) indicator to track satisfaction and improve service and processes. In this quarter, the indicator reached 52 points, which represents an increase of 2.5 points compared to the first quarter…

In the quarter, the indicator reached 51 points versus 49 points from 1Q18. As a result of our actions, the base of active current account holders has been growing for 37 consecutive months.

Thus, one year ago the Bank implemented the Net Promoter Score (NPS), a methodology that measures customer satisfaction, which reached 49 this quarter, improving by 500 bps. in twelve months, a reflection of the commercial actions.

In 2017 we introduced the NPS as the leading metric of customer satisfaction.

The NPS, the Net Promoter Score, which is a ratio that we are using, we're not publicizing it yet, it's a very good indicator how customers see us in that journey.

And it has an NPS, our net promoter score around 80 points, which is extremely high. Our successful consumer finance digital platform expand into consumer groups and services, de-leveraging our proven knowhow and expertise in that field.

Net Promoter Score as an indicator of customer experience is starting to be implemented in real banking, and we would be following it in following quarters.