Quality

The function of the Quality area is to measure customer satisfaction and the quality of internal processes, with the objective of launching initiatives to promote excellence in the service and strengthen customers' commitment to the bank. 

The Quality area focused its efforts in 2016 on enhancing the efficiency of its measurements, expanding the information for the commercial network and central services, incorporating new customer experience measurement tools into digital banking and homogenising the measurement method of Bankinter Portugal.

Higher recommendation rate

The performance of the quality perceived by customers in 2016 was positive, as the Net Promoter Score (NPS) increased from 22.9% to 24.7% as a result of the increase in the number of customers with very good experiences in their relationships with the Bank. The following contributed to this result:

• The high quality of service customers perceive in the branch network, telephone banking and personal managers.

• Improvement of online platforms, with offerings of services and operations constantly evolving to adapt it to customer needs and preferences.

• Progress in internal processes, which increased their score by the commercial network compared to 2015, owing to their positive effects on service, the development of products and services and effectiveness in treatment of operations.

The results of the latest financial sector customer satisfaction benchmarking performed by the specialised independent measurement company Stiga, shows that Bankinter maintains a stable quality level that is significantly higher than the average, with an NPS edge of 9.6 points. 

With respect to the commercial network, the Stiga Equos RCB study, which analyses more than 3,600 branches in the sector, again ranked Bankinter as one of the leading banks in quality of services. Of particular significance were the enhancements in swiftness of service and time devoted to the customer, the explanation of products and the documentation provided.