Tirelessly striving for excellence

Customers' perception of their relationship with Bankinter significantly improved in both Spain and Portugal in 2019. The aggregate Net Promoter Score (NPS) index rose to 38.9%, an increase of 9.3% compared to the previous year.

In Spain, the average for all segments and networks rose from 31.6% to 39.3%. Customer perception improved in two out of every three branches. In Portugal, there were improvements in 72% of the commercial network.

The percentage of customers who would recommend Bankinter Spain (awarding a higher score on a scale from 0 to 10) was 49.8% last year; i.e., 4.4% more than in 2018. For Bankinter Portugal, this figure was 44.4% (+8.3%).

Customer perception of the service received from the Bank (in-branch or online) is measured daily using different procedures: telephone and online surveys, text messages and emails.

The internal quality of the commercial network support processes and services is also measured, with the objective of providing customers with the service that is best suited to their needs.

The findings of these continual measurements are disseminated in all areas of the organisation, so that they can make their conclusions and explore any possibilities for improvement.

Personal service

The perceived quality of the service provided by branches and personal managers stands out in both Bankinter Spain and in Portugal.

In 2019, the highest scoring centres contributed a total of 322 good practices, which will inspire other centres to improve their customer experience.

Digital Banking

The NPS score increased by 2.1% in Spain compared to 2018, standing at 40.4%. Measurements in two strategic areas were strengthened: digital transformation and process transformation.

Bankinter Portugal also saw high levels of recommendation for its digital platforms and mobile banking segment.

Internal quality

The suitability of the performance of central services with regard to internal customers was extremely positive. The level of net satisfaction in Spain was 39.3%, up 13.3%, and in Portugal it reached 26.2% (+87.1%).

As a result of the ratings and comments relating to the level of services, 233 initiatives were implemented to improve commercial, operating and technical support for the network and the different central services units.

Peer comparison

The objective quality of Bankinter Spain's branches received a score of 8.2 out of 10, compared to 7.4 for the sector as a whole, according to the EQUOS study, performed using the mystery shopping technique (customer infiltration) in around 4,000 bank branches across the country.

Bankinter Portugal is the uncontested leader in objective quality, with a score of 9.16 points, which 9.4 points above the sector average for the country.