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SAN share (Madrid) Negativo_GB 3.9975 | -1.16% | 16:04

Customers, quality and satisfaction

Customers are at the centre of Banco Santander’s business model. Knowing how to listen, understand their needs, respond with innovative solutions and forge close and lasting ties forms the bedrock of Santander’s commitment to customers.

The Bank has a customer base of 121 million people worldwide, all of whom acknowledge it as a solid and dependable institution with the strength needed to move forward.

By geographical area, Latin America has the largest share of customers (43%), followed by continental Europe (31,4%), the United Kingdom (21,8%) and the United States (4,1%). Retail commercial banking and consumer finance continue to be santander’s main differentiator, representing 99.8% of its entire customer base.

The most enduring relationships with customers, and those which deliver the greatest added value, are generated and serviced in the Bank’s branches. Santander has 13,030 branches, most of which are to be found in the ten main markets in which it operates, and which go to make up the largest branch network in the international banking world.

In addition, the Group provides services through other channels such as Internet and telephone banking, and mobile banking.

Channels

Santander continues to develop its model of managing customer relations through different channels and adapting to customer needs, to offer a segmented and specialised management tailored to their requirements.

The most enduring, added-value relationships with customers, are those that are originated and sustained in branches. Banco Santander has 13,030 branches, distributed largely in the ten key markets in which it operates, making up the largest network of branches in international banking.

Customers are using new ways to communicate with the Bank, through other channels such as ATMs, online banking, mobile banking or the Contact Centre. The aim is therefore to continue to develop services and capacity in those channels to serve the needs of the customer, anytime and anywhere.
 

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More information

You can access detailed information for 2018 through our Responsible Banking report.

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