Operational Levers to Enhance Profitability
LatAm
LatAm: a high growth & profitability region that will
consequently increase its weight
Key expected levers
Medium-term goals
High structural growth: Loans
to GDP at 49%
Financial (2018 > Medium-term)
Commercial (2018 > Medium-term)
Focus on customer experience
& digitalisation
High & sustainable revenue
growth (double digit expected
CAGR4)
C/I
38%
33-35%
Loyal/Active
customers1
28%
31%
ROTE 3
19%
20-22%
Digital
customers1
18 Mn
c.26Mn
+c.45%
Organically deploying more
capital (>30% of RWAs in the
medium-term)
RORWA³ 3.2%
c.3.5%
# of countries
4
All
top 3 in CSAT 1,2
Stable credit quality
(1) Includes Brazil, Mexico, Chile, Argentina and Uruguay.
(2) Latest available. CSAT: Customer Satisfaction internal benchmark of active customers' experience and satisfaction audited by Stiga / Deloitte. In the medium term we will be also
following NPS as indicator.
Santander
(3) Underlying
(4) In constant €
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