At the end of 2017 Bankinter had 364 universal offices, 72 business centres, 48 private banking centres and 22 corporate banking management centres.
The universal offices distribute and manage customer business for the segments of individual retail banking, personal banking and SMEs. The private banking centres provide management and advisory services to high net worth customers, who are included in this segment of private banking.
Medium-sized enterprises are distributed among the business centres and corporate banking customers among the specialist management centres.
There was a significant increase in the attraction of new customers in 2017, which took place at the same time as the rise in customer satisfaction resulting from the excellent service provided in branches and the support of remote advisers.
Bankinter's branches are becoming increasingly digitalised, where the use of remote signatures or of advanced management tools by managers, are increasingly common. The use of these new systems and devices makes operations with customers quicker and easier, avoiding unnecessary visits to the branch for routine matters, and at the same time freeing up managers' time which can then be spent on those tasks which provide greater added value for customers.
The branch network staff made a major effort in 2017, to ensure they complied with the training requirements of the Financial Services Advice Certificate (CAF) and the Financial Services Information Certificate (CIF).
The work of the branches also benefits from the growing use of the internet among customers, who have shown their satisfaction with the launch of the Bank's new transactional website and the improvements in its operation during 2017.
In this area, Bankinter has a traditional advantage over the rest of the banks operating in the Spanish market, which is the high percentage of digitalisation of its customers, who are used to dealing with the Bank through the different channels available to them, especially the digital ones. 91% of customers use both digital and traditional ‘in-person’ channels interchangeably for their transactions and interaction with the Bank, with only 9% of customers wanting to be served exclusively by these more traditional channels.
The objective in 2018 is to maintain the branch network structure in Spain and further develop the strategy of converting the branch into a point of sale, whose professionals are among the most skilled and best trained in the sector, so as to improve the customer experience.
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