In the current economic context of geopolitical and energy uncertainty, high inflation and monetary tension, one of the most important challenges for the Bank is to ensure that the level of quality perceived by its customers – both households and companies – continues to increase and never slips.
Bankinter works ceaselessly to reinforce a culture where quality is one of the keys to building trust and generating value, and a foundation for continued growth. The Bank focuses on continuous improvement of its processes, and on operational excellence in the services provided to customers, promoting high quality standards in both the physical and digital worlds
Measurement enables us to understand the perceptions of all the groups we work with. The results of this measurement activity are reported to the Bank's areas to drive improvement initiatives and so we can adapt our products and services to customer expectations. One of the area's strategic objectives is to continue developing the ability to understand what customers are communicating without asking them, and to observe their behaviour in order to predict potential changes and act accordingly.
Knowing how to get the most out of everything that technology offers is a differentiating element that generates impact throughout the entire cycle. It makes it easier to measure more, and better, by adapting the measurement model to the omnichannel nature of our customers (online discretionary measurement) and the commercial models of our business areas. Technology provides tools that enable processes and tasks to be triggered immediately, so listening always leads to action. Centralising the feedback obtained on a new platform, with a 360-degree vision, enables us to exploit information in a consistent way applying a business perspective.
Bankinter is also continuing to optimise its predictive models of perceived quality, and demonstrating to its commercial network the impact that customer experience management focused on maximising satisfaction with the service has on business.
The aggregate index of quality perceived by customers in Spain and Portugal in 2022 stood at 43.6% (2.6% in 2021), measured through the Net Promoter Score (NPS). In Spain, the score was 43.4% (+1.2%), with the quality perceived by customers improving in 48% of the centres in the branch network. The NPS for individuals over 65 years of age was 50.31% (+24.8% than the average of all individuals assessed).
The NPS at Bankinter Portugal was 42.5% (+17.4%), with improvements in 72% of branches.
The trend in the level of customer satisfaction remained very positive in 2022: In Spain, 53.2% (+1.4%) of customers said they would recommend Bankinter, with dissatisfied customers standing at 9.9%. In Portugal, 53.6% (+8.5%) of customers said they would recommend Bankinter, with dissatisfied customers standing at 11.1%.
In terms of communication channels with the Bank, customer satisfaction with our websites and apps had an NPS of 47.3% (+1.5%) in Spain and 64% (+25%) in Portugal.
Recommendation scores for Telephone Banking and the branch network were also kept at high levels.
NPS Bankinter Aggregate (Spain and Portugal)
NPS by channels in Spain
NPS by channels in Portugal
In 2022, 33 of the Bank's website and app processes were evaluated (17.9% more than in 2021), providing information on the design, usability and functionality of these digital assets. This gave the technical teams daily information on perception, reasons for dissatisfaction and customer suggestions for improvement.
The opinions of users of the platforms and websites continued to improve, with the aggregate NPS standing at 47.3% (+1.5%).
In relation to the transformation of internal processes, 61 processes were measured in real time.
NPS Digital Channels in Spain
NPS Digital Channels in Portugal
The Bank's Central Services worked closely with the commercial networks with the shared objectives of providing customers with excellent service and improving the agility of processes, support, training and information, with the consequent increase in the quality indicators for these areas. The information provided by internal surveys (which had excellent participation by the Bank's employees in 2022) provides the basis on which Central Services designs continuous improvement plans.
Bankinter carried out 105 internal quality measurements in 2022. This activity provided thousands of opinions and suggestions, which contributed to the 287 initiatives launched to optimise processes and their digitisation, and to offer customers a service that meets their expectations
In Spain, the degree of satisfaction with Central Services continued to increase. The Net Satisfaction Score (NSS) was 54.14% in 2022 (+10.5% compared to 2021).
The overall satisfaction level at Bankinter Portugal was 36.8%. The main actions focused on: improving the communication process between and within areas, increasing closeness with people, simplifying internal processes, and finding the best digital solutions with the greatest efficiency.
Internal quality, Spain (cumulative data)
Internal quality, Portugal (cumulative data)
Bankinter remained one of the leading entities in Spain for the objective quality of its commercial banking networks in 2022, according to the EQUOS RCB-2022 study, which was carried out by an independent company using the mystery shopping technique (pseudo-purchases).
Bankinter was outstanding in numerous aspects, such as customer service, speed of service, product explanations, and in the time dedicated to giving explanations to customers.
Bankinter Portugal scored much higher than the sector average, retaining its leadership of the 14 banks analysed.
Objective quality, commercial network Spain (cumulative data)
NPS Bankinter Portugal (cumulative data)
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