App Santander
Customer service and satisfaction
We strive to provide the best experience in the financial sector, with simple and suitable products and services for each costumer.
What can we do for you today? This is the question we ask every day at the different points of contact with our customers. It emphasizes the service culture, which is ingrained more and more every day at Santander, and reinforces our commitment to being a Simple, Personal and Fair Bank that provides the best experience in the financial sector.
This strategy results in uncomplicated and easy to operate services, products and channels that can meet the needs and preferences of each consumer. This is the way to keep growing in a sustainable manner, earning clients’ preference and perpetuating the creation of value for our communities.
This strategy results in uncomplicated and easy to operate services, products and channels that can meet the needs and preferences of each consumer. This is the way to keep growing in a sustainable manner, earning clients’ preference and perpetuating the creation of value for our communities.
Main initiatives
We profoundly transformed our processes to achieve excellence in operations and relationships through the EPS (Excellence, Performance and Satisfaction) tool, implemented in 2017. This initiative covers three fronts:
- Excellence in Serving - Change the culture of customer service and promote the same experience in all channels
- Operational Excellence – Make our processes more efficient, faster and more assertive.
- Employees – Manage our employees´ career cycle, in line with the Santander´s culture.
In Excellence in Serving, one of the highlights was the implementation of the NPS (Net Promoter Score), a research methodology that objectively measures levels of consumer satisfaction and loyalty, enables us to identify opportunities for improvement, and also implement corrective actions constantly.
We were the first bank to adopt the NPS and release this indicator. We have included the NPS in the incentive plan of business areas and also in the executive goal-settings. Even business teams started to have accurate daily metrics to take corrective measures. These metrics were aligned with the support teams to deliver the best digital and physical service. We ended 2018 with an NPS of 57, 14 points higher than the fourth quarter of the previous year.
In Operational Excellence, we have implemented Fit to Grow a program that engages our employees in the pursuit of efficiency in the use of financial and environmental resources, promoting cultural transformation.
- Excellence in Serving - Change the culture of customer service and promote the same experience in all channels
- Operational Excellence – Make our processes more efficient, faster and more assertive.
- Employees – Manage our employees´ career cycle, in line with the Santander´s culture.
In Excellence in Serving, one of the highlights was the implementation of the NPS (Net Promoter Score), a research methodology that objectively measures levels of consumer satisfaction and loyalty, enables us to identify opportunities for improvement, and also implement corrective actions constantly.
We were the first bank to adopt the NPS and release this indicator. We have included the NPS in the incentive plan of business areas and also in the executive goal-settings. Even business teams started to have accurate daily metrics to take corrective measures. These metrics were aligned with the support teams to deliver the best digital and physical service. We ended 2018 with an NPS of 57, 14 points higher than the fourth quarter of the previous year.
In Operational Excellence, we have implemented Fit to Grow a program that engages our employees in the pursuit of efficiency in the use of financial and environmental resources, promoting cultural transformation.
We have intensified the digitization of our portfolio and invested in tools and applications to offer mobility, convenience and safe access to our products and services. As a result, the number of customers using digital channels grew by 32% in 2018.
Our Customer Service (SAC) receives inquiries, complaints and product cancellations.
The Ombudsman Department welcomes the complaints that did not have a satisfactory solution in the primary channels, in addition to those registered with the Central Bank and the consumer defense agencies (Procon), acting as a mediator in conflicts and seeking customer satisfaction.
Most questions related to products and services can be resolved through Santander's digital channels and the Resolve Online section, which includes the main questions already answered by the relationship channel teams.
Customers also have the service provided in our branches and by phone. In addition, they are in constant contact with us through social media platforms such as Twitter, Facebook, Instagram, YouTube and LinkedIn.
The Ombudsman Department welcomes the complaints that did not have a satisfactory solution in the primary channels, in addition to those registered with the Central Bank and the consumer defense agencies (Procon), acting as a mediator in conflicts and seeking customer satisfaction.
Most questions related to products and services can be resolved through Santander's digital channels and the Resolve Online section, which includes the main questions already answered by the relationship channel teams.
Customers also have the service provided in our branches and by phone. In addition, they are in constant contact with us through social media platforms such as Twitter, Facebook, Instagram, YouTube and LinkedIn.
Governance of continuous improvement of customer service is carried out by the Ombudsman, through committees and the BACEN Complaints Forum, under the leadership of the board members. In 2018, the area began to report directly to the Vice Presidency of Finance, Strategy and Quality.
Throughout the year, advances were implemented such as increased autonomy and demands resolution at the time of customer service, and an average time reduction to resolve the complaints, achieving 3.7 business days in December / 2018 (maximum time is 10 days).
Our relationship with customers is guided by the Code of Ethical Conduct and our internal policies. These include the Customer Relations Policy, the Products and Services Marketing Policy and the Derivatives Suitability Policy.
All the information about product features and functionality is evaluated by the Product Committee, formed by the Risk, Legal, Internal Audit, Technology, Quality and Compliance areas.
Our governance structure also includes a Customer Satisfaction Department that monitors all complaints, generating alerts to all areas of the bank in order to speed up the solution of identified problems.
Throughout the year, advances were implemented such as increased autonomy and demands resolution at the time of customer service, and an average time reduction to resolve the complaints, achieving 3.7 business days in December / 2018 (maximum time is 10 days).
Our relationship with customers is guided by the Code of Ethical Conduct and our internal policies. These include the Customer Relations Policy, the Products and Services Marketing Policy and the Derivatives Suitability Policy.
All the information about product features and functionality is evaluated by the Product Committee, formed by the Risk, Legal, Internal Audit, Technology, Quality and Compliance areas.
Our governance structure also includes a Customer Satisfaction Department that monitors all complaints, generating alerts to all areas of the bank in order to speed up the solution of identified problems.
We are constantly improving our products to encourage the responsible use of credit and foster the prosperity of our customers. In this regard, in 2008 we ended the loading fee for all pension products, and reduced mortgage loans rates from 9,49% to 8,99%.
The information regarding products, amounts, terms, rates, charges, risks and other conditions are available through the contracting channels or can be consulted in the respective contractual instruments (as required by regulatory agencies). Fees for banking services are disclosed in the Table of Services, available for consultation in our branches and on the Santander website.
On our website, we clearly provide the concept, benefits, costs and conditions of the products, as well as the general terms and conditions of secured credit.
The information regarding products, amounts, terms, rates, charges, risks and other conditions are available through the contracting channels or can be consulted in the respective contractual instruments (as required by regulatory agencies). Fees for banking services are disclosed in the Table of Services, available for consultation in our branches and on the Santander website.
On our website, we clearly provide the concept, benefits, costs and conditions of the products, as well as the general terms and conditions of secured credit.