Q1'21 Earnings Presentation
Strategy and business
Expanding loyal and digital customers further strengthening our retail franchise
Loyal customers (mn)
3.3
11%
3.7
Mar-20
Mar-21
Loyal/Active: 39% (+5 pp YoY)
Digital customers (mn)
Maintain strong focus on increasing loyalty, while attracting new customers through
innovative products such as Hipoteca Plus
▸ Loyal individuals: 11% YoY leveraging our large number of products
New functionalities for our reward hub when using credit and debit cards: digital gift cards
with main sellers (Spotify, Uber, Google Play, Coppel, etc.) and points transfer between
accounts
4.4
Mar-20
15%
5.1
Mar-21
Digital sales/total¹: 48% (+18 pp YoY)
Santander (1) YtD data.
Improving onboarding processes to new channels and adding new functionalities to the
digital platform
Mobile customers up 14% YoY
The brand new features of our SuperMóvil App allows digital customers to request claims
from ATM's transactions and get auto and motorcycle insurance
Digital sales reached 48% of total sales in Q1'21
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