Market Shares and Financial Update
Strategy and business
Digitalization and customer satisfaction reflected in increased customer loyalty
Loyal customers (k)
4%
816
782
Mar-20
Mar-21
Loyal / Active: 48% (+2 pp YoY)
Digital customers (k)
Sustained growth in the number of loyal customers (+4% YoY), supported by the continued
investment and improvements in digital channels, which are being recognized by
customers in terms of higher satisfaction, both at the level of
▸ Loyal individuals (+3% YoY)
and in the corporate segment (+17% YoY)
797
Mar-20
970
22%
Mar-21
Digital sales/total¹: 59% (+22 pp YoY)
Santander (1) YTD data.
·
The Bank is extending its offer in digital channels, reinforcing its support to individual and
corporate customers during the pandemic
▸ The number of digital customers accelerated its growth, to 970 k (+22% YoY) by the
end of Q1'21
▸ digital sales already represent 59% of total sales, an increase of 22 p
Mobile customers up 33% YoY
2 pp
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