Banco Santander, S.A.
santander.com ↗In their words
“Churn rates play a significant role, has a negative impact of 5 percentage points year-on-year”
“And we are now moving to a more demanding metric, as we'll explain in Investor Day in April, which is Net Promoter Score, NPS. How we think about the reengineering of our core banks?”
“8.6 (out of 10) 8.5 (out of 10) In the middle range and +0.3 compared to the financial sector NPS 61 In the top 5% and +21 points compared to the financial sector A Advocacy How likely is it that you would recommend Santander’s products or services to…”
Disclosed NPS over time
Every Net Promoter Score Banco Santander, S.A. has published, by date.
NPS disclosures (59)
Euromoney recognizes Santander as Latin America's best retail bank 2026, citing net promoter score and cloud infrastructure modernization.
…with other initiatives focused on delivering the best experience to our customers and improving service quality, support our position in the top 3 for NPS 2 in eight of our markets and enable us to continue to attract more customers to the Group. u…
8.6 (out of 10) 8.5 (out of 10) In the middle range and +0.3 compared to the financial sector NPS 61 In the top 5% and +21 points compared to the financial sector A Advocacy How likely is it that you would recommend Santander’s products or services to…
…with other initiatives focused on delivering the best experience to our customers and improving service quality, support our position in the top 3 for NPS 2 in nine of our markets and enable us to continue to attract more customers to the Group. u…
Net Promoter Score, internal benchmark of individual customers' satisfaction audited by Stiga/Deloitte in H1 2025. 3.
Banco Santander reported consistent growth in Net Promoter Score over the past 12–18 months in both retail and corporate divisions.
…along with other initiatives focused on delivering a great customer experience and improving service quality, allow us to rank in the top 3 for NPS ² in most of our markets and to continue growing the Group’s customer base . u As a result, total…
Santander, awarded Europe's best digital bank for SMEs 2025, reported Net Promoter Score of 80.
Santander's US digital banking transformation has driven improvements in Net Promoter Scores and growth in retail deposits.
Net Promoter Score, internal benchmark of individual customers' satisfaction audited by Stiga/Deloitte in H2 2024. 3.
…Retail customers: the aim is to measure their satisfaction and experience in each of our core markets through regular Net Promoter Score (NPS) surveys following customer interactions.
…, up 4 million year-on-year. u The volume of transactions per active customer rose 9% year-on-year in 2024. u We continue to focus on delivering great customer experience and improving our service quality, ranking in the top 3 in NPS 2 in seven…
Net Promoter Score, internal benchmark of individual customers' satisfaction audited by Stiga/Deloitte in H1 2024. 2.
…a core market for Banco Santander and Banco Santander will continue to support the current strategy of Santander Bank Polska and its strategic targets for 2024-26, including being a top three bank in Poland by return on equity and Net-Promoter-Score.
…up almost 2 million year-on-year. u Transaction volumes per active customer rose 9% year-on-year in H1 2024. u We continue to deliver great customer experience and improve our service quality, ranking in the top 3 in NPS 1 in seven of our markets…
Santander measures customer satisfaction through net promoter score and other tools as part of its global experience strategy.
Net Promoter Score, internal benchmark of individual customers' satisfaction audited by Stiga/Deloitte in H2'23. 3.
The management committee monitors these plans and NPS is included as part of our remuneration schemes for all employees. In 2023, we sent over 9 million surveys to customers from all segments to find out how we can enhance their experience and our…
…NPS : Net Promoter Score • PBT: Profit before tax •
Banco Santander recorded a Net Promoter Score of 58 points as of September 30, 2023.
…NPS : Net Promoter Score • PBT: Profit before tax •
…NPS : Net Promoter Score • PBT: Profit before tax •
Santander’s ongoing focus on customer loyalty and digital innovation enabled the bank to achieve a top-three position in customer satisfaction in eight countries based on net-promoter score (NPS) rankings.
Banco Santander achieved top-three customer satisfaction position in eight countries based on NPS rankings.
Diversification Digital bank with branches Local and global scale Geographic and business diversification Top 3 NPS 1 in 8 markets Top 3 in lending 2 in 10 of our markets Balanced profit distribution 3 160 mn total customers Transform our business and…
…www.santander.com - Twitter: @bancosantander 3 Santander’s ongoing focus on customer loyalty and digital innovation enabled the bank to achieve a top-three position in customer satisfaction in eight countries based on net-promoter score (NPS) rankings.
As a result of our actions, we exceeded 4 million customers and remained top in service quality in terms of NPS. We were named the Best Bank in Chile in 2021 by The Banke r magazine and we were recognized as Top Employer 2022 for the fourth year in a row.
• Strengthened customer loyalty (#1 in NPS) and increased activity in mortgages and protection insurance • Growth in fees, further efficiency gains (costs: -13% YoY) and CoR improvements offset by lower ALCO revenue •
Furthermore, thanks to ongoing digital and commercial transformation, the bank has achieved a top-3 ranking for customer satisfaction (Net Promoter Score) in nearly all the bank’s core markets, while maintaining one of the best efficiency ratios of any…
Our efforts enabled us to rank top 3 in customer satisfaction, measured by NPS, in eight of our markets. In addition, we rolled out several commercial initiatives, with tailored products and services for each segment, as explained in the comments…
Our efforts enabled us to rank top 3 in customer satisfaction, measured by NPS, in eight of our markets. In addition, we rolled out several commercial initiatives, with tailored products and services for each segment, as explained in the comments…
…of Europe ONE app for individual customers in at least three of the four countries by December 2021; and be among the three-top rated entities in terms of Mobile NetPromoter Score (Mobile NPS) in at least two of the four countries by…
S → We ranked in the Top 3 in NPS in 8 markets, up from 6 in 2020. → Santander Chile, Santander Colombia and Santander Perú launched new microfinance programmes for entrepreneurs, while we continued to expand Prospera in Brazil and TUIIO in Mexico. → We…
Eight of Banco Santander's group markets achieved a top-three NPS ranking.
…2021 versus 55% in 2019) helped drive improvements in efficiency and customer satisfaction, with the group’s cost-to-income ratio among the best of its peer group at 46.2%, and eight of the group’s markets achieving a top-three net promoter score (NPS).
This orientation enabled us to rank top 3 in customer satisfaction, measured by NPS, in seven of our markets. Our efforts to improve customer care and services, be one of the leaders of the digitalization process in the banking sector and meet our…
…in digital adoption helped drive improvements in efficiency and customer satisfaction, with the group’s cost-to-income ratio among the best of its peer group at 45.6%, and seven of the group’s core markets achieving a top-three net-promoter score (NPS).
…in digital adoption helped drive improvements in efficiency and customer satisfaction, with the group’s cost-to-income ratio among the best of its peer group at 45.7%, and seven of the group’s core markets achieving a top-three net-promoter score (NPS).
This clear orientation enabled us to rank top 3 in customer satisfaction, measured by NPS, in six of our markets. Our efforts to improve customer care and services, being one of the leaders of the digitalization process of the banking sector and meet…
This clear orientation enabled us to rank top 3 in customer satisfaction, measured by NPS, in six of our markets. Our efforts to improve customer care and services, being one of the leaders of the digitalization process of the banking sector and meet…
…of Europe ONE app for individual customers in at least three of the four countries by December 2021; and be among the three-top rated entities in terms of Mobile NetPromoter Score (Mobile NPS) in at least two of the four countries by…
…model Simplify mass market value proposition New distribution model Shared processes and best-in-class technology Medium term goal: Top 3 NPS in 9 countries Medium term goal : Digital sales/total >50% Medium term goal : Efficiency ratio A c.40% …in…
…– 3 priorities for profitable growth 33 Improving our customer service… Simplify mass market value proposition Medium term goal: Top 3 NPS in 9 countries New distribution model … strengthening our relationship with customers… Medium term goal:…
…Strategy centred on capturing growth opportunities, increasing market share in lower risk products and maintaining high customer service levels (NPS).
…Strategy centred on capturing growth opportunities, increasing market share in lower risk products and maintaining high customer service levels (NPS).
• Efforts to improve service to our customers were reflected in the increase of the NPS to record levels. • Double-digit year-on-year growth in lending, maintaining credit quality at controlled levels thanks to the continuous improvement of our risk model.
…attributable profit by region 3 Scale c.145 mn total customers in Europe and the Americas Top 3 bank 2 in 9 markets Customer Focus Top 3 in NPS 1 in 6 countries +72% Loyal customers 2014 - 2019 | 8 Confidential Our strategy has delivered on our…
We measure the loyalty and satisfaction of our customers through the Net Promoter Score (NPS). This metric has been included as a metric in the variable remuneration systems of most of the Group’s employees.
…157 3.0 630 6.8 RoTE (%) 18.1 -26 bps (*) EUR mn and % change in constant euros Customer satisfaction improvement: 2nd position in NPS, Profit growth boosted by revenue, cost control and improved increasing loyal and digital customers cost of credit…
In the medium term we will be also following NPS as indicator. (3) Underlying (4) In constant € LatAm : a high growth & profitability region that will consequently increase its weight 1.
In the medium term we will be also following NPS as indicator; Ex US;
…are indicated in the following scorecard: Category and Quantitative weighting metrics Qualitative assessment Customers (20%) NPS/CSI A Number of loyal customers Effective compliance with the objectives of the rules on risk conduct in respect of…
…are indicated in the following scorecard: Category and weighting Quantitative metrics Qualitative assessment Customers (20%) NPS/CSI A Number of loyal customers Effective compliance with the objectives of the rules on risk conduct in respect of…
And we are now moving to a more demanding metric, as we'll explain in Investor Day in April, which is Net Promoter Score, NPS. How we think about the reengineering of our core banks?
…- SEPTEMBER Business information BRAZIL EUR 1,942 Mn Highlights (changes in constant euros) Attributable profit Our strategic focus on enhancing the customer experience and satisfaction was reflected in the growth of our customerbase and the…
• A year ago we launched Net Promoter Score, methodology that measures customer satisfaction. Year-on-year, there was an improvement of 5 p.p.
…our customers… 2016 2017 More loyal… …more digital… …and more satisfied customers CAGR 3.0 3.4 3.8 1H'15 1H'16 1H'17 Net Promoter Score High Middle & Low 13% Loyal customers (MM) 1 st choice For customers w ith income… …we are 2 nd choice 7.4 +34% YoY…
Santander's Net Promoter Score rose to its highest level in 17 years, driven by first-party data strategy.
• Focus on operational excellence and enhancing the customer experience after extending the CERTO model to the Contact Centre and adopting the net promoter score (NPS) indicator to measure the level of customer satisfaction.
Retention disclosures (1)
Churn: 5% (Q1 2020) — “churn rates play a significant role, has a negative impact of 5 percentage points year-on-year”
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About these figures
Every figure here was publicly disclosed by the named company: press releases, annual reports, SEC filings, earnings calls and news coverage. Companies tend to publish their NPS when it is good, so these numbers run higher than a true industry average: read them as what leading companies in this vertical say publicly, not as an industry benchmark.
NPS runs from −100 to +100. Retention figures are reported as the company defines them (net revenue retention, gross revenue retention, customer retention rate, churn). Every entry links to its source in the full database.