The Santander Group is a Spanish banking group centered on Banco Santander, S.A. . As its name suggests, the company originated in Santander, Cantabria, Spain.
The group has expanded since 2000 through a number of acquisitions, with operations across Europe, Latin America, North America and Asia. Many subsidiaries, such as Abbey National, have been rebranded under the Santander name.
The company is a component of the Euro Stoxx 50 stock market index. In May 2016, Santander was ranked as 37th in the Forbes Global 2000 list of the World's biggest public companies.
| Products | Retail, corporate, investment and private banking, insurance, asset management, private equity |
|---|---|
| Traded as | BMAD: SAN BMV: SANMEX BM&F Bovespa: SANB11 LSE: BNC NYSE: SAN Euronext: SANT, SANTA BIT: SANT |
| Area served | Europe, United States, Latin America, Singapore, Hong Kong, Africa. |
| Key people | Ana Patricia Botín (Executive Chairman) José Antonio Alvarez (CEO) |
| Founded | Santander, Spain (1857; 160 years ago (1857)) |
NPS is a customer loyalty metric that measures customers’ willingness to not only return for another purchase or service but also make a recommendation to their family, friends or colleagues.
It is a powerful and effective technique, which can greatly increase a company's revenue if used properly.
The main advantages of NPS are close correlation with a company's growth and easy collection, interpretation and communication of the data.
Net Promoter Score is a number from -100 from 100.
Scores higher than 0 are typically considered to be good and scores above 50 are considered to be excellent.
The industry average for Financial Services / Banking is 18.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If Santander sends out NPS surveys immediately after purchase, they are tracking their customers' initial excitement and the checkout experience.
On the other hand, if they survey their customers a few weeks after the purchase they are also tracking how satisfied their customers are with their products and services over time.
Therefore, comparing the NPS score of Santander with your own without any further context is not that useful.
What is extremely useful though, is using the NPS methodology to track the satisfaction of your customers over time. That's where Customer.guru comes in.
How are your customers satisfied depending on:
| Company | Score |
|---|---|
| Santander | -25 |
| Bank of America | -24 |
| RBS Personal Banking | -18 |
| RBS Business Banking | -17 |
| HSBC | -14 |
| Wells Fargo & Company | -12 |
| Golomt Bank | -11 |
| Citibank | -41 |
| NatWest Business Banking | -6 |
| Chase | -1 |
| Score | Date | Source |
|---|---|---|
|
-25
|
2013-04-01 | http://wordofmouthindex.com/womi-scores/top-100-brands/ |
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