Business model

Our business model is based on three pillars

1. Our scale

Local scale and global reach

  • Local scale based on three geographic regions, where we maintain a leadership position in our 10 core markets.
  • Global reach backed by our global businesses, enabling greater collaboration across the Group to generate higher revenue and efficiencies.

1. Market share in lending as of Dec-19 including only privately-owned banks. UK benchmark refers to the mortgage market.

2. Customer focus

Unique personal banking relationships strengthen customer loyalty

  • We serve 146 million customers, in markets with a total population of more than one billion people.
  • We have over 100,000 people talking to our customers every day in our c. 12,000 branches and contact centres.

2. NPS – Customer Satisfaction internal benchmark of active customers’ experience and satisfaction audited by Stiga / Deloitte.

3. Diversification

Our geographic and business diversification make us more resilient under adverse circumstances

  • Geographic diversification in three regions, with a good balance between mature and developing markets.
  • Global businesses that strengthen our local franchises.
  • Santander Global Platform supports the digital transformation across the Group.

Note. Underlying attributable profit contribution by region, excluding Santander Global Platform and Corporate Centre.

 

Our corporate culture: Santander Way

The Santander Way reflects our purpose, our aim, and how we do business. It is the bedrock on which we are building a more responsible bank.

Our purpose

To help people and businesses prosper.

Our aim

To be the best open financial services platform, by acting responsibly and earning the lasting loyalty of our people, customers, shareholders and communities.

Our how

Everything we do should be Simple, Personal and Fair.