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Quality

The mission. The mission of the Quality area is the continuous evaluation of quality as perceived by customers in their dealings with the Bank, in order to identify actions for improvement and to promote their implementation in the Bank. To this end, Bankinter asks its customers about their experience with the various networks and platforms, in order to guide improvements in the quality of service as regards the aspects that are most important to the customer. It also conducts regular surveys on the branches' satisfaction with the Central Services in order to keep constant track of levels of quality and improve the internal processes that have the most influence on the provision of good service to the branch network.

The Branch Network also has indicators for improving its commercial performance by means of continuous evaluations of the commercial service and attention based on the mystery shopper technique.

The evolution of objective quality in the branch network is highly positive as regards both telephone service and service on visits to the branches, with levels of commercial performance improving on the previous year.

Project - Quality indicators. As part of its quest for excellence and in order to offer its customers the highest possible level of quality, in 2014 Bankinter made a far-reaching change to its quality model, adopting Recommendations (NPS or "net promoter score") as the indicator of customers' opinion of the quality they receive from the Bank. The NPS is an index which measures customers' inclination to recommend a company based on their experience with it, on a scale of 0 to 10, which is simpler for customers, classifying them into promoters, neutral and detractors. The index is calculated by subtracting the percentage of “detractors” from that of “promoters”. The Bank's NPS at the end of 2014 stood at 11.2%, reflecting a highly positive evaluation of the Bank by its customers.

Customer experience based on multi-channel system. In Bankinter the combination of people and technology is crucial for achieving excellence in customer relations. Knowing and understanding their experience with the remote channels (telephone and Internet) and the face-to-face ones (branches and agents) enables the Bank to incorporate improvements which facilitate their dealings with the Bank, such as starting to sign up for a product through one channel and subsequently completing the process through a different channel (for the time being, funds and deposits). The results in terms of NPS, or level of Recommendation, show a high level of quality perceived by customers as regards the service they receive from the Bank:

NPS by remote channels, face-to-face and personal account manager:

Specific projects. In order to improve the customer experience, a number of different initiatives were developed in 2014 aimed at making their dealings with the Bank easier and more convenient:

  • Redesign of the process of registering new customers who visit branches, with the aim of making it faster and simpler.
  • New Broker application for mobile devices allowing the customer to access all stock market information and to trade.
  • A start was also made on the development of the new Mobile Banking, which incorporates new functionalities and improvements to navigation.

Results compared with the financial sector as a whole

1. Customer recommendations: It is also essential for the bank to know its position relative to the other institutions in the Spanish financial sector. The market studies made by an independent firm show that the Bank offers a level of quality well above the market average and that it increased the difference in 2014.

In both the private individual segments (31.7 NPS points above the market) and in the business banking segments, where it leads the sector (23.8 NPS points above the market average):

2. Objective quality in the Branch Network: In the EQUOS RCB study carried out by Stiga on the branch networks of the major Spanish financial institutions by means of the mystery shopper technique, Bankinter maintains an excellent positioning, with a difference of one point over the sector average.

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Marketing
Customer Service

Quality

The mission. The mission of the Quality area is the continuous evaluation of quality as perceived by customers in their dealings with the Bank, in order to identify actions for improvement and to promote their implementation in the Bank. To this end, Bankinter asks its customers about their experience with the various networks and platforms, in order to guide improvements in the quality of service as regards the aspects that are most important to the customer. It also conducts regular surveys on the branches' satisfaction with the Central Services in order to keep constant track of levels of quality and improve the internal processes that have the most influence on the provision of good service to the branch network.

The Branch Network also has indicators for improving its commercial performance by means of continuous evaluations of the commercial service and attention based on the mystery shopper technique.

The evolution of objective quality in the branch network is highly positive as regards both telephone service and service on visits to the branches, with levels of commercial performance improving on the previous year.

Project - Quality indicators. As part of its quest for excellence and in order to offer its customers the highest possible level of quality, in 2014 Bankinter made a far-reaching change to its quality model, adopting Recommendations (NPS or "net promoter score") as the indicator of customers' opinion of the quality they receive from the Bank. The NPS is an index which measures customers' inclination to recommend a company based on their experience with it, on a scale of 0 to 10, which is simpler for customers, classifying them into promoters, neutral and detractors. The index is calculated by subtracting the percentage of “detractors” from that of “promoters”. The Bank's NPS at the end of 2014 stood at 11.2%, reflecting a highly positive evaluation of the Bank by its customers.

Customer experience based on multi-channel system. In Bankinter the combination of people and technology is crucial for achieving excellence in customer relations. Knowing and understanding their experience with the remote channels (telephone and Internet) and the face-to-face ones (branches and agents) enables the Bank to incorporate improvements which facilitate their dealings with the Bank, such as starting to sign up for a product through one channel and subsequently completing the process through a different channel (for the time being, funds and deposits). The results in terms of NPS, or level of Recommendation, show a high level of quality perceived by customers as regards the service they receive from the Bank:

NPS by remote channels, face-to-face and personal account manager:

Specific projects. In order to improve the customer experience, a number of different initiatives were developed in 2014 aimed at making their dealings with the Bank easier and more convenient:

  • Redesign of the process of registering new customers who visit branches, with the aim of making it faster and simpler.
  • New Broker application for mobile devices allowing the customer to access all stock market information and to trade.
  • A start was also made on the development of the new Mobile Banking, which incorporates new functionalities and improvements to navigation.

Results compared with the financial sector as a whole

1. Customer recommendations: It is also essential for the bank to know its position relative to the other institutions in the Spanish financial sector. The market studies made by an independent firm show that the Bank offers a level of quality well above the market average and that it increased the difference in 2014.

In both the private individual segments (31.7 NPS points above the market) and in the business banking segments, where it leads the sector (23.8 NPS points above the market average):

2. Objective quality in the Branch Network: In the EQUOS RCB study carried out by Stiga on the branch networks of the major Spanish financial institutions by means of the mystery shopper technique, Bankinter maintains an excellent positioning, with a difference of one point over the sector average.