“Thanks to the measurement of Voice of the Customer and NPS with the OPINATOR platform, we have processed more than 387,000 opinions and suggestions that have given us a very detailed knowledge of the real needs of customers, which has allowed us to redesign our app personalizing the experience a key factor in the new COVID environment” – Javier Tomé Muguruza, Director of Digital Experience, Santander.
Santander is a multinational financial services company present in all global financial centers as the 16th-largest banking group in the world. Santander has extended operations across North and South America, Europe, and Asia.
For over 10 years Santander has relied on OPINATOR to manage its Voice of the Customer and Customer Experience Management programs, collecting and analyzing millions of pieces of feedback across multiple channels.
Santander’s new mobile app has been specially adapted for the situation generated by the pandemic. Its design and features are the result of more than 5.2 million user recommendations and it generates more than 1.3 billion entries annually.
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