2013 Annual Report
FROBEER AND SERVICE LABELING
Santander introduced a new survey in 2012 to monitor the
level of client satisfaction in relation to the service provided
at the branches. The outcome of the final survey of 2013
shows that overall satisfaction with service at the branches
has remained stable compared to the previous year, with
an increase in the number of branches with higher scores.
Every year, the Bank uses surveys to monitor client
satisfaction (Individual, SMEs and Corporate) and use
levels in relation to its products, particularly those with
social/environmental characteristics. The outcome of
these evaluations is part of an improvement plan based
on overall client satisfaction.
No surveys or lectures were conducted with consumer
defense agencies in 2013. The Bank does not promote
surveys with groups/consumers or entities representing
them with the aim of assessing the social impact of the
products and services provided.
Policies for the fair design and sale of financial
products and services G4-FS15
Product Development
Designing new products or making changes to existing
products commences within each business area and involves
four phases: 1) The creation of the proposal by the business
area; 2) The completion of a form (Product and Service
Specification Form - FEPS) to provide details of the proposal,
addressing issues including compliance, client satisfaction,
internal controls and sustainability. The last topic includes
items such as social/environmental risk, transparent client
relationship, certifications and even the use of natural
resources such as paper, energy and water, as a means of
assessing the feasibility of the new product; 3) A meeting
held with several of the Bank's departments in order to
discuss the characteristics of the product and the needs
of clients and society. The representatives suggest
improvements and possible changes; 4) Presentation
to the Local Marketing Committee, in charge of deciding
on the approval and review of the products/services, in
addition to policies, procedures and projects in connection
with the approval process, and, in certain cases, to the
Corporate Marketing Committee. Once approved, the
technical procedures, training activities and other measures
required for placing the product or service on the market are
put into place.
This analysis ensures that such products and services will
not expose Santander to reputational or image-related
risks. This also ensures compliance with legal, regulatory
and accounting requirements, alignment according
to client profiles while attributing the level of risk and
alignment for each product, the processing capacity or
limitations with regard to the different aspects and that
placing the product or service on the market will not result
in any impacts on Santander Brazil.
Initiatives to enhance financial literacy by type
of beneficiary G4-FS16
The main line of activity in relation to financial guidance
involves the manager-client relationship. To this end,
the Bank invests heavily in training and education, which
benefitted over 30,000 employees in 2013.
Other similar initiatives include Santander Responde
(financial guidance videos on the institutional website
and YouTube and a Q&A platform on Facebook); Portal
de Sustentabilidade (videos, brochures and spreadsheets
on financial education); Caminhos & Escolhas (a website
which attempts to attract young people interested in
working in the financial market, featuring online games
and courses); and lectures at partner universities and in
communities served by the microcredit operation.
In 2013, Santander Responde, one of the main channels
of financial guidance, open to clients and non-clients,
registered a 42% increase in the number of questions
submitted, amounting to over 28,000 questions.
Furthermore, the channel answered 100% of the questions
submitted and was approved by 61% of the people who
used the tool. By the end of 2013 there were 50 videos
available for viewing, 54,000 questions and answers,
over 777,000 people had viewed the videos and 474,000
single visitors.
180 Annual Report 2013
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