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Santander UK is the 'Best National Branch Network', according to 'Your Money'

  • This award, which was won by Santander UK for the first time, is particularly significant as it recognises the best overall customer experience through a branch network.

Madrid, July 24, 2012. ‘Your Money’ is one of the UK 's leading personal finance guides, both in print and online, and its annual awards recognise the achievements of top financial providers in the market.

Charlotte Hogg, head of Retail Distribution and Intermediaries at Santander UK, said, “We are delighted to win this prestigious award, which recognises the strength of our retail network.

“We have been working hard to improve the customer experience across all our channels and to be named Best National Branch Network for the first time shows we are making good progress in our goal of becoming a truly customer focused bank.  But we know we have much more to do – and we are committed to transforming the bank, and improving the customer experience even further.”

As part of the judging process, Your Money used mystery shoppers to visit bank branches and assessed them on the following:

- Is there a meeter-greeter in the branch?
- Is there a dedicated customer service desk?
- Cleanliness of the branch
- Availability of product literature
- Time spent queuing for a tiller
- Availability of fast deposit machines
- Speed of making an appointment on a specific day/time
- Comfort and design of branch
- Do staff use the customer’s name and personalise the conversation?

Paula John, Editor-in-Chief at Your Money, said: “Santander won the award for Best National Branch Network due to the fact that it remains a formidable presence on UK high streets, boasting over 1,300 branches across the country.  Judges were particularly impressed with the number of Santander branches which now open on Saturdays, with praise given to the number of stores which continue to remain open all day.”

This award follows the Euromoney award for Best Bank 2012 and recognises the work of the thousands of professionals who are committed to making Santander UK the best bank in the UK for its people, its customers and its shareholders.

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