NPS Intelligence (beta)

…contacted 146,000 customers we expect to be most severely impacted by energy cost pressures, signposting support available. – Retail NPS 1 ranking remained steady at 6th , but we are encouraged by the improving trajectory of our recent scores.

Not applicable NPS Net Promoter Score NSFR Net Stable Funding Ratio O-SII Other Systemically Important Institutions POCI Purchased or Originated Credit-Impaired financial assets PRA Prudential Regulation Authority RFB Ring-fenced Bank RoTE Return on…

Customer experience remained a core priority, with Retail Net Promoter scores continuing to improve. In determining remuneration outcomes for the 2025 performance year, the Committee assessed performance against a balanced range of financial and…

Our focus on creating a digital bank with a human touch delivered improved retail customer NPS scores. Our 2025 results show strong business performance, with an increase in profit before tax to £1,510m benefitting from higher income and lower costs, as…

Retail NPS 3 continued to improve, with our ranking improving to 4th. – Enhanced functionality across our fast-growing digital channels as customers continue to choose digital over traditional channels. – Announced a new five-year charity partnership…

Not applicable NPS Net Promoter Score NSFR Net Stable Funding Ratio O-SII Other Systemically Important Institutions PRA Prudential Regulation Authority RFB Ring-fenced Bank RoTE Return on Tangible Equity RMBS Residential Mortgage-Backed Securities RWA…

While our Retail NPS continued to improve in the quarter, our ranking at Mar-25 was unchanged from Dec-24. Retail NPS will be our main customer service metric moving forward due to the significance of the retail business to our overall performance.

A continued focus on customer service ensured our NPS, a key measure of customer experience, improved over the year. The Committee acknowledged this performance, against both financial and non-financial metrics, in an environment which remains challenging.

Our retail NPS remained 5th in 2024, whilst we retained our 1st place in NPS for business banking. A customer-centric approach We are all aware that the shape of retail banking is changing at pace, so it was essential that our digital offering was able…

Not applicable NPS Net Promoter Score NSFR Net Stable Funding Ratio O-SII Other Systemically Important Institutions PRA Prudential Regulation Authority QoQ Quarter-on-quarter RFB Ring-fenced Bank RoTE Return on Tangible Equity RMBS Residential…

Not applicable NPS Net Promoter Score NSFR Net Stable Funding Ratio O-SII Other Systemically Important Institutions PD Probability of Default PRA Prudential Regulation Authority QoQ Quarter-on-quarter RFB Ring-fenced Bank RoTE Return on Tangible Equity…

…our new mobile banking app to six million UK customers, following introduction across Spain, Portugal and Poland. – NPS 2 rank improved to 2nd for Retail and remained 1st for Business & Corporate, reflecting our focus on customer service. – Working…

Ranked 5th in Retail Net Promoter Score 2 Customer service is integral to our strategy and remains a key area of focus. 2022: NPS ranked 7th 5th out of 9 competitors 7.2 million digital customers Customers in the UK are increasingly moving toward…

…Loan-To-Value MDA Maximum Distributable Amount MREL Minimum Requirement for own funds and Eligible Liabilities NPS Net Promoter Score NSFR Net Stable Funding Ratio PRA Prudential Regulation Authority RoTE Return on Tangible Equity RWA Risk-Weighted…

…NPS ranked 5th for Retail and 1st for Business & Corporate. Customer service is integral to our strategy and remains a key area of focus1.

…account launched with 3.5% interest rate on deposits and cashback benefits. – Refurbishment programme across our branch network providing customers with improved facilities and service. – NPS ranked 5th for Retail and 1st for Business & Corporate.

…account launched with 3.5% interest rate on deposits and cashback benefits.  Refurbishment programme across our branch network providing customers with improved facilities and service.  NPS ranked 5th for Retail and 1st for Business & Corporate.

…and challenged management’s proposals to enhance our proposition across the Everyday Banking and Homes businesses. – Reviewed our customer proposition and experience, including a deep dive on our Net Promoter Score (NPS) and initiatives to improve the…

Our NPS ranking was 7th for our retail business but I am optimistic that with our new current account product and improved customer service, we will be able to improve on that in the coming year.

…our mobile app, helping customers with their personal budget.  Supporting businesses with our Santander Navigator platform, providing expertise and practical support from our global network.  NPS ranked 7th for Retail and 1st for Business & Corporate.

…Assets Santander UK Santander UK Group Holdings plc SLB Santander London Branch SVR Standard Variable Rate UK United Kingdom 11 Santander UK Group Holdings plc Retail NPS: Our customer experience research was subject to independent third party review.

There have been no changes from the glossary in the 2021 Annual Report, except as set out below: Net Promoter Score (NPS) - Retail Our customer experience research was subject to independent third party review.

Not meaningful PH Payment Holiday NPS Net Promoter Score PMAs Post model adjustments PRA Prudential Regulation Authority QMS Quarterly Management Statement QoQ Quarter-on-Quarter RAF Resolvability Assessment Framework RFB Ring-Fenced Bank (Santander UK…

…digital journey. – Reviewed our customer segment strategy, experience and sentiment, including a deep dive on our Net Promoter Score (NPS) including key driver analysis, interrelationship between variables and initiatives to improve the NPS trend. –…

Our KPIs for loyal customers and retail net promoter score were impacted by deposit repricing. Deposits have increased however, and overall account numbers have remained broadly stable.

1I2I3 Current Account repricing actions, in part linked to bank rate reductions during 2020, led to a fall in the number of our loyal customers and retail Net Promoter Score (NPS) rank.

…representation – Oversight of employee wellbeing – Monitoring reputational risk, the continued enhancement of Fraud prevention; complaints and treatment of vulnerable customers; and – Progress and plans to drive improvements to NPS and brand affinity.

2020 2019 2018 6.3m 5.8m 5.5m Retail NPS(2) 8th Retail net promoter score is a widely-used measure of customer experience and customer advocacy.

Customers remain at the heart of what we do and a key part of our strategy although we have seen some deterioration in our KPIs for loyal customers and retail net promoter score this year.

In 2019, our Net Promoter Score (NPS) places us in the top four for Retail customer satisfaction (1) , and I am delighted that our NPS ranks us first for Business and Corporate customer satisfaction (2) .

Grow customer loyalty by providing an outstanding customer experience 31.12.19 Loyal customers (as a % of Active customers) 32 % Retail net promoter score (NPS) Top 4 Business and corporate NPS 1 st Digital customers (million) 5.8 2.

On a net promoter score basis (NPS) (1) , we are ranked first in our peer group for business and corporate and top three amongst our peers for retail.

…We are focused on building stronger customer relationships and a seamless customer experience, ranking top 3 amongst our peers for retail net promoter score (NPS).

Also, on a Net Promoter Score basis, we are ranked in the top three highest performing peers. Digital customers continued to grow, as digital acquisition and adoption continues to drive change in the organisation.

On a Net Promoter Score basis, we are ranked in the top three highest performing peers. • Digital acquisition and adoption is driving change in the organisation.

Advocacy will be measured from 2016, and refers to NPS scores across the same markets and with the same weightings applied as per the satisfaction data.

Advocacy will be measured from 2016, and refers to NPS scores across the same markets and with the same weightings applied as per the satisfaction data.

Advocacy will be measured from 2016, and refers to NPS scores across the same markets and with the same weightings applied as per the satisfaction data.