Investor Presentaiton
CUSTOMER-FOCUSED BUSINESS MODEL
CONTINUOUS
BUSINESS
IMPROVEMENT
Santander
·
SERVICE SPECIALIZATION
SPECIALTY STORES
SERVICE
SIMPLIFYING PROCESSES AND
SERVICES RELEASING + TIME
TO DO BUSINESS
+ 22% OF TIME TO DO
BUSINESS (YOY)
APPROPRIATE OFFERS FOR
CUSTOMER PROFILE
INNOVATION
CUSTOMER JOURNEY
DIGITALIZATION
PIONEERS IN PUBLICLY
DISCLOSING THE NPS
⚫ 63 POINTS (+7.5 POINTS
YoY)
1
6MM REQUESTS PER
QUARTER
SATISFACTION
2
888
OUR
CUSTOMERS
INCREASE
CUSTOMER
SATISFACTION
SUSTAINABLE
EXPANSION OF
OUR CUSTOMER
BASE
RAPID ADAPTATION TO A
NEW WAY OF WORKING
⚫ DIGITAL CHANNELS
• PRODUCTIVITY CULTURE
OF BRANCHES CLUSTERS
IMPLEMENTATION OF
DISRUPTIVE TECHNOLOGIES
ONE PAY-FX BLOCKCHAIN
CONTINUOUS DIGITAL
TRANSFORMATION RESULTS
• GROWTH OF +50% IN
DIGITAL LOAN CONSTRACTS
(DEC/20 OVER JAN/20)
NPS
• PART OF THE
ORGANIZATION'S KPIS
EXECUTIVE EXPERIENCE IN
BUILDING HIGH
SATISFACTION LEVELS
3
MARKET SHARE
GROWTH IN
STRATEGIC
PRODUCTS AND
SERVICES
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