Business model

Our business model is based on three pillars

1. Our scale

Local scale and leadership. Worldwide reach through our global businesses (SCIB and WM&I).

1. Market share in lending as of September 2020 including only privately-owned banks. UK benchmark refers to the mortgage market.

2. Customer focus

Unique personal banking relationships strengthen customer loyalty

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 diversification3
    Balanced between mature and emerging markets.
  • Business diversification
    Between customer segments (individuals, SMEs, mid-market companies and large corporates)

3. 2020 underlying attributable profit by region. Operating areas excluding Corporate Centre and SGP.

 

Our corporate culture: Santander Way

Despite the health crisis, we have fulfilled our purpose – to help people and businesses prosper – while delivering for all our to stakeholders.

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.