Financial and Liquidity Management Strategy
Strategy and business
Reinforced focus on digital customers is supporting the increase in customer loyalty
Loyal (k)
775
3%
800
Sep-19
Sep-20
Loyal / Active: 47% (+2 pp YoY)
Digital customers (k)
773
17% 903
The customer oriented strategy continues to support the sustained growth in the number
of loyal customers, both at the level of individuals (+3% YoY)...
... and also in the corporate segment (+7% YoY), where the evolution of loyal customers is
aligned with the market shares in new lending
Sep-19
Sep-20
Digital sales/total: 39% (+5 pp YoY)
Santander
The extensive offer of digital functionalities allowed the Bank to continue to provide its
support to individual and corporate customers, during the pandemic
The number of digital customers has accelerated its growth, to 903 k (+17% YoY) by the end
of Q3, while digital sales represent 39% of total
Mobile customers up 30% YoY
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