The Digital Banking area continued to make progress during 2022 in meeting its strategic objectives, which are summarised in strengthening digital channels, developing business capabilities, improving operational efficiency and increasing the Bank's technological competitiveness.
The idea behind these objectives is that the quality of the service provided to customers should be increasingly high, meeting and even anticipating their financial needs, by means of one of the levers that have historically driven Bankinter: innovation.
At the beginning of the year Bankinter published its new app for individuals, developed with native technology and incorporating the capabilities most in demand by customers. During the year, new capabilities have been added, such as the categorisation of movements developed with big data analysis tools, and work has been done on optimising details to achieve an NPS rating from customers of ~15 points above the previous app's rating.
At the beginning of the year Bankinter published its new app for individuals, developed with native technology and incorporating the capabilities most in demand by customers. During the year, new capabilities have been added, such as the categorisation of movements developed with big data analysis tools, and work has been done on optimising details to achieve an NPS rating from customers of ~15 points above the previous app's rating.
In the Corporate area, we have also completely revamped the app and incorporated numerous digital capabilities into the new website.
The extension of digital capabilities to our processes means a significant improvement in efficiency and convenience for customers in their relationship with the Bank and in the management of their financial services. Some examples of processes redesigned in this way are the application and delivery of guarantees via the Corporate website, the remote signing of new types of contracts for products and services for individuals and companies, the updating of procedures via the website and the app, and the extension of aggregation capabilities to investment funds.
In a concrete example, the new digital customer relationship capabilities built into the omni-channel mortgage process enable customers to interact with the Bank via the web, at their convenience, to exchange data and documentation, monitor their transaction or sign documents. During the year, customer adoption of these capabilities in mortgages signed exceeded 70% of cases.
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