Santander Group Strategy Update
Europe
Building the leading European bank in profitability and
customer experience, leveraging scale & digital
Medium-term
2018
goals
Market share 1,2
12%
Gain
Loyal/active
33%
40%
customers 1
Digital
customers 1,3
ROTE, %
2018
11%
13Mn
c.17Mn
+27%
ROTE
# of countries
top 3 in CSAT 1,4
All
Maintain
Note: Europe includes Spain, UK, Portugal, Poland and SCF. Underlying RoTE.
(1) Excluding SCF.
Santander
(2) Loans market share.
(3) Digital customers including Open-Bank Spain and UK.
Medium-term goal
12-14%
ROTE
M
RWA
C/I
52%
>
47-49%
2018
Medium-term goal
28
(4) 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 follow ing NPS as indicator.View entire presentation