Quality

The bank's goal is to understand the customer's voice and their perception of all interactions with the bank in order to anticipate their needs and react immediately, integrating this platform with the CRM area.

Achieving day-to-day excellence to become exceptional

Bankinter aims to achieve excellence in its relationship with internal and external customers. This is achieved with a combination of external quality, which refers to the customer's perception of the bank, and internal quality, which aims to understand the employees' opinion of the company, focusing on several key aspects to ensure a positive experience for both customers and employees.

Bankinter stands out for its commitment to providing personalised service and understanding the individual needs of its customers. This approach allows Bankinter to tailor its financial services and products to each person's specific circumstances and goals. To achieve this, it is essential to constantly listen to the customer, with the implementation of a new platform that allows the combination of their interactions:

• This process was based on conducting monthly telephone surveys, working with various suppliers, conducting digital surveys and email surveys, to assess the degree of recommendation of the bank, manager and branch.
• Predictive quality models are integrated to identify Bankinter's promoters and detractors without relying exclusively on surveys, moving from reactive to proactive management.
• Digital asset surveys are conducted to assess customer experience at different points in their interaction with the Bank’s digital assets.
• Surveys are also conducted on the use of the telephone banking service, to find out how customers interact through this channel
• Using a properly trained artificial intelligence tool, all qualitative information provided in open questions is classified and ordered in all survey formats and channels.

Improved perception

In 2024, customer perception, measured in terms of the NPS (Net Promoter Score), stood at 47.4 (+4.9% as compared with 2023), with a growth of 14.2% over the last four years. Spain achieved a 49.0 rating (+5.8%) with a 60.2% improvement in perceived quality of the branch network. Bankinter Portugal achieved a 41.3 rating (+14.7%) thanks to its excellent performance.

The recommendation index

In Spain, 58.0% of customers (+4.1%) said they would recommend Bankinter and dissatisfied customers stood at 9.0%, which represents 4.3% less as compared with 2023. In Portugal, the percentage of recommending customers was 50.9% (+4.5%) and that of dissatisfied customers was 9.6% (-24.4%).

By relationship channels with the bank, the increase in the level of customer satisfaction on websites and apps stands out, with an NPS of 54.6% (+2.8%) in Spain and 71.2% (+8.8%) in Portugal.

Telephone banking and branch network also maintained high recommendation levels.

Digital Banking

In 2024, in Spain, 48 of the bank's website and app processes were assessed (23% more than in 2023), providing information on the design, usability and functionality of these digital assets. This provided technical teams with daily information on customers' perception, reasons for dissatisfaction and suggestions for improvement of these processes.

The opinions of users of the platforms and websites continued to improve, with the aggregate NPS standing at 54.6% (+2.8%).

With regard to the transformation of internal processes, 29 processes were measured in real time in Spain.

Internal quality

The bank's Central Services have collaborated closely with the branch network with the shared aim of providing customers with excellent service. All the teams support the staff in our branch networks with the maximum agility of the processes, and in support, training and information, improving the results of the quality indicators for the areas involved. The information provided by internal surveys is the basis on which Central Services have designed their continuous improvement plans.

In 2024, in Spain and Portugal, 87 internal quality measurements were carried out, which provided a very high volume of opinions and suggestions, all of which were key to the definition of more than 345 initiatives that have been implemented to improve processes and their digitalisation, as well as to offer internal customers a service in line with their expectations.

The level of satisfaction with Central Services in Spain had a satisfactory result in 2024. The NSS (Net Satisfaction Index) was 56.0 (-2.8%).

At Bankinter Portugal, the overall satisfaction level was 41.9%, the second best result obtained to date. In addition, all Services received a positive score, with 71% showing an increase in their ratings compared to the last survey.

A series of action plans will continue to be rolled out and managed during 2025 with the aim of streamlining and boosting the digitalisation processes, simplifying processes and increasing efficiency in all areas. The bank will also continue to roll out specific actions to promote a culture of closeness, improve teamwork and co-operation between departments, streamline and improve internal communication and response capacity, always with the strategic objective of providing support to the business on an ongoing basis.

Leaders in objective quality in the branch network

For yet another year, Bankinter has remained one of the leading entities in Spain in 2024 in Objective Quality in banking commercial networks according to the EQUOS RCB-2024 study, which was carried out by an independent company.

This study assesses a series of indicators of the objective quality offered in commercial services to potential customers of the branch network for the main Spanish financial institutions using the mystery shopping technique (pseudo-purchases).

Bankinter has stood out in many aspects, such as customer service, the time it devotes to each visit or the explanation of its different products.

The valuation of Bankinter Portugal remains well above the sector average in 2024.