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 June 2020 including only privately-owned banks. UK benchmark refers to the mortgage market.

2. Customer focus

Unique personal banking relationships strengthen customer loyalty

  • We serve 147 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 11,500 branches, digital channels 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 makes us more resilient under adverse circumstances

  • Geographic diversification in regions, with a good balance between mature and developing markets.
  • Global businesses that strengthen our local franchises.
  • The ongoing customer-centric digital transformation across the Group is the growth engine in all markets, driving our talent and our ability to innovate.

 

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.