Santander NPS & Customer Reviews

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Santander

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Santander

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About Santander's Brand

Banco Santander-Chile provides commercial and retail banking services. Among its major competitors, Santander is ranked in 6th place for NPS while Rbc is 1st, and Bank of China is 2nd.Their current market cap is $59.30B

Brand at a Glance

67%

Customer Loyalty

2.8/5

Product Quality

3.1/5

Pricing

3.2/5

Customer Service

Santander Ranking

^#4 / 4 of its competitors

Santander NPS

Santander's Net Promoter Score (NPS) is a -21 with 29% Promoters, 21% Passives, and 50% Detractors. Net Promoter Score tracks whether Santander's customers would recommend using the product based on a scale of -100 to 100.

Santander Overall NPS

-21

NPS

29%	Promoters
21%	Passives
50%	Detractors

Santander NPS Trend

-100

-50

100

Summary	Date	Score
Jul 2023 -23	Jul 2023	-23
Sep 2023 -23	Sep 2023	-23
Oct 2023 -26	Oct 2023	-26
Feb 2024 -23	Feb 2024	-23
Apr 2024 -22	Apr 2024	-22
Jun 2024 -20	Jun 2024	-20
Jul 2024 -17	Jul 2024	-17
Aug 2024 -19	Aug 2024	-19
Sep 2024 -17	Sep 2024	-17
Dec 2024 -18	Dec 2024	-18
Sep 2025 -20	Sep 2025	-20
Nov 2025 -21	Nov 2025	-21

How Other Brands Compare

Santander is ranked #4 for NPS among its competitors. Rbc and Bank of America come in first and second, with UBS coming in at third. Among those competitors, it is the lowest valued company behind Bank of America.

	Santander	Bank of America	UBS	Rbc
Global Ranking	#-	#152	#245	#897
NPS	-21	2	-6	24
Social Sentiment Calculated by analyzing social media and other online mentions	-	Neutral	-	-
Valuation Updated every 24 hours for public companies	$59.30B	$298.80B	$59.89B	$123.84B

What is NPS

Net Promoter Score (NPS) is a management tool that can be used to gauge the satisfaction of a firm's customer relationships. NPS has been widely adopted as a key metric often linked to the revenue potential of a company’s product or service. The metric is based on customer responses to the question: "On a scale of 0 to 10, how likely are you to recommend the product to a friend?"

Those who respond with a score of 9 to 10 are known as Promoters, and are widely associated with behaviors that create value, including actively encouraging others to use the product or service. Those who respond with a score of 7 or 8 are categorized as Passives, and they are believed to be less likely to exhibit the value-creation traits of Promoters having a largely neutral effect on other consumers. Detractors are those who fall in the score range of 0 to 6 and represent dissatisfied customers of the product sometimes actively recommending against using the product.

Santander NPS by Gender

Female customers rated Santander's NPS 22 points higher than Male customers.

Male

-73

Santander's NPS was rated -73 by Male customers on Comparably.

Promoters

Passives

82%

Detractors

Female

-51

Santander's NPS was rated -51 by Female customers on Comparably.

16%

Promoters

17%

Passives

67%

Detractors

Santander NPS by Ethnicity

Santander's NPS was rated the highest by African American/Black customers, and the lowest by Caucasian customers.

-100

-50

100

Summary	Ethnicity	Score
Caucasian -67	Caucasian	-67
African American/Black -34	African American/Black	-34

Santander NPS by Age

Santander's NPS was rated -75 points by customers ages 66+ on Comparably.

100

Summary

Age

Promoters

Passives

Detractors

66+

25%

75%

Santander NPS by Usage

Santander's NPS was rated the highest by customers who have used Santander's products/services for Over 10 Years, and the lowest by customers with 2 to 5 Years of usage.

-100

-50

100

Summary	Usage	Score
1 to 2 Years -75	1 to 2 Years	-75
2 to 5 Years -100	2 to 5 Years	-100
5 to 10 Years -60	5 to 10 Years	-60
Over 10 Years 0	Over 10 Years	0

Santander NPS vs. Competitors

Compared to its competitors, Santander's NPS is rated right above Bank Of Montreal, and is preceded by UBS.

COMPANY		NPS Score
	Rbc	24
	Bank of China	6
	Bank of America	2
	Northeast Bank	0
	UBS	-6
	Santander	-21
	Bank Of Montreal	-50
	Bankia	-100

Santander Customer Reviews

Out of the 2 Santander customer reviews 1 was positive and 1 was constructive. Santander customer reviews reflect that more than half of the customers expect a better service or product from the company and believe there is room for improvement.

All Reviews

Positive Reviews

Constructive Reviews

Santander Customer Loyalty

67%

Customer Loyalty is a strong indicator of whether or not a customer will choose a brand repeatedly over a competitor that offers similar products/services.

67% of Santander users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"

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67%

33%

Santander Customer Loyalty Score by Gender

Female customers rated Santander's Customer Loyalty score 11% higher than Male customers.

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Male

59%

Yes

Female

70%

Yes

Santander Customer Loyalty Score by Ethnicity

Santander's Customer Loyalty score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.

% who answered "Yes"

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out of 100

Caucasian

out of 100

African American/Black

Santander Customer Loyalty Score by Age

Santander's Customer Loyalty score was rated 78% by customers ages 66+ on Comparably.

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20%

40%

60%

80%

100%

Summary	Age	Score
66+ 78%	66+	78%

Santander Customer Loyalty Score by Usage

Santander's Customer Loyalty score was rated the highest by customers who have used Santander's products/services for 5 to 10 Years, and the lowest by customers with 1 to 2 Years of usage.

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1 to 2 Years	33%
2 to 5 Years	55%
5 to 10 Years	82%
Over 10 Years	78%

Santander Customer Loyalty Score by Industry

Santander's Customer Loyalty score was rated 40% by both Banking and Financial Services and Tech industry customers.

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Tech	40%
Banking and Financial Services	40%

Santander Customer Loyalty vs. Competitors

Compared to its competitors, Santander's Customer Loyalty score is rated right above Bank Of Montreal, and is preceded by Northeast Bank.

COMPANY		Customer Loyalty Score
	Rbc	82%
	Bank of America	80%
	Bank of China	75%
	UBS	70%
	Northeast Bank	68%
	Santander	67%
	Bank Of Montreal	38%
	Bankia	10%

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Santander Product Quality

2.8/5

Santander has an overall Product Quality score of 2.8 out of 5 stars rated by its users and customers.

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Santander Product Information

Santander’s product quality score is a 2.8 out of 5 as rated by its users and customers. Reviewers from the Banking and Financial Services industry rated Santander's product the highest. Reviewers from the Tech industry rated Santander the lowest at 2.8.

Website: http://www.santander.com/

Company Size: 10,000+ Employees

Industry

Tech

Banking

FinTech

Quick Insights into Santander Product Quality

Santander's Product Quality score was rated highest by customers from the Banking and Financial Services industry, and rated lowest by Male customers.

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Ranked Santander Product Quality the Highest

Banking and Financial Services	3.8
Over 10 Years	3
Female	2.9

Ranked Santander Product Quality the Lowest

Caucasian	1.8
2 to 5 Years	1.7
Male	1.7

Santander Product Quality Score by Gender

Female customers rated Santander's Product Quality score 1.2 stars higher than Male customers.

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Male

1.7/5

Female

2.9/5

Santander Product Quality Score by Ethnicity

Santander's Product Quality score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.

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Summary	Ethnicity	Score
Caucasian 1.8	Caucasian	1.8
African American/Black 2.3	African American/Black	2.3

Santander Product Quality Score by Age

Santander's Product Quality score was rated 1.6 stars by customers ages 66+ on Comparably.

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Summary	Age	Score
66+ 1.6	66+	1.6

Santander Product Quality Score by Usage

Santander's Product Quality score was rated the highest by customers who have used Santander's products/services for Over 10 Years, and the lowest by customers with 2 to 5 Years of usage.

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1 to 2 Years	2.5
2 to 5 Years	1.7
5 to 10 Years	2.3
Over 10 Years	3

Santander Product Quality Score by Industry

Santander's Product Quality score was rated the highest by Banking and Financial Services industry customers, and the lowest by Tech industry customers.

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Tech	2.8
Banking and Financial Services	3.8

Santander Product Quality vs. Competitors

Compared to its competitors, Santander's Product Quality score is rated right above Bank Of Montreal, and is preceded by Northeast Bank.

COMPANY		Product Quality Score
	Bank of China	3.8/5
	Rbc	3.7/5
	Bank of America	3.5/5
	UBS	3.5/5
	Northeast Bank	3.2/5
	Santander	2.8/5
	Bank Of Montreal	2.5/5
	Bankia	1.5/5

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Santander Pricing

Santander ROI & Value For Money

3.1/5

Santander has a value for money and ROI score of 3.1 out of 5 stars rated by its users and customers.

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Santander Pricing Plans

Not every product or service fits the needs of a certain user or industry. The users that rank the value for money and ROI highest are mainly from Banking and Financial Services industry. The users from the Tech industry think that they had the lowest ROI from Santander.

Quick Insights into Santander ROI

Santander's ROI score was rated highest by customers from the Banking and Financial Services industry, and rated lowest by customers who have used Santander's products/services for 2 to 5 Years.

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Ranked Santander ROI the Highest

Banking and Financial Services	4
African American/Black	3
Over 10 Years	3

Ranked Santander ROI the Lowest

Male	2.2
Caucasian	1.8
2 to 5 Years	1.6

Santander ROI Score by Gender

Female customers rated Santander's ROI score 0.4 stars higher than Male customers.

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Male

2.2/5

Female

2.6/5

Santander ROI Score by Ethnicity

Santander's ROI score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.

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Summary	Ethnicity	Score
Caucasian 1.8	Caucasian	1.8
African American/Black 3	African American/Black	3

Santander ROI Score by Age

Santander's ROI score was rated 1.5 stars by customers ages 66+ on Comparably.

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Summary	Age	Score
66+ 1.5	66+	1.5

Santander ROI Score by Usage

Santander's ROI score was rated the highest by customers who have used Santander's products/services for Over 10 Years, and the lowest by customers with 2 to 5 Years of usage.

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1 to 2 Years	2.7
2 to 5 Years	1.6
5 to 10 Years	2.7
Over 10 Years	3

Santander ROI Score by Industry

Santander's ROI score was rated the highest by Banking and Financial Services industry customers, and the lowest by Tech industry customers.

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Tech	2.5
Banking and Financial Services	4

Santander Pricing vs. Competitors

Compared to its competitors, Santander's ROI score is rated right above Bankia, and is preceded by Bank of America.

COMPANY		Pricing Score
	Bank of China	3.9/5
	Rbc	3.7/5
	Northeast Bank	3.4/5
	UBS	3.4/5
	Bank of America	3.3/5
	Santander	3.1/5
	Bankia	2.5/5
	Bank Of Montreal	2.2/5

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Santander Customer Satisfaction (CSAT)

Santander Customer Satisfaction (CSAT) Score

51 / 100

Santander has an overall Customer Satisfaction score of 51 rated by its users and customers.

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Very Satisfied	27%
Satisfied	24%
Neither Satisfied nor Dissatisfied	16%
Dissatisfied	8%
Very Dissatisfied	25%

Very Satisfied

27%

Satisfied

24%

Neither Satisfied nor Dissatisfied

16%

Dissatisfied

Very Dissatisfied

25%

What is Customer Satisfaction (CSAT) Score

Customer Satisfaction Score (also known as CSAT), is a metric used to quantify how satisfied customers are with a company or brand’s products and services. The Customer Satisfaction Score is based on customers response to the question: “How would you rate your overall satisfaction with the service you received?” The score is calculated using the formula: (The total number answer of “Very Satisfied” and “Satisfied”) ÷ (The total response) x100, and it is generally displayed in percentages. Some of the main benefits of the CSAT for businesses are tracking retention, identifying happy customers and growing relationships, and gaining repeat business to build a sustainable brand.

Quick Insights into Santander Customer Satisfaction

Santander's Customer Satisfaction score was rated highest by customers from the Banking and Financial Services industry, and rated lowest by customers who have used Santander's products/services for 1 to 2 Years.

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Ranked Santander Customer Satisfaction the Highest

Banking and Financial Services	100%
5 to 10 Years	75%
Female	40%

Ranked Santander Customer Satisfaction the Lowest

Male	36%
Caucasian	33%
1 to 2 Years	0%

Santander Customer Satisfaction Score by Gender

Female customers rated Santander's Customer Satisfaction score 4 points higher than Male customers.

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36 / 100

Male

	Very Satisfied	9%
	Satisfied	27%
	Neither Satisfied nor Dissatisfied	0%
	Dissatisfied	9%
	Very Dissatisfied	55%

40 / 100

Female

	Very Satisfied	20%
	Satisfied	20%
	Neither Satisfied nor Dissatisfied	20%
	Dissatisfied	20%
	Very Dissatisfied	20%

Santander Customer Satisfaction Score by Ethnicity

Caucasian
33%
African American/Black
33%

CSAT according to Caucasian

Santander's Customer Satisfaction (CSAT) score was rated 33% according to Caucasian users and customers.

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33 / 100

Very Satisfied	11%
Satisfied	22%
Neither Satisfied nor Dissatisfied	0%
Dissatisfied	11%
Very Dissatisfied	56%

Very Satisfied

11%

Satisfied

22%

Neither Satisfied nor Dissatisfied

Dissatisfied

11%

Very Dissatisfied

56%

CSAT according to African American/Black

Santander's Customer Satisfaction (CSAT) score was rated 33% according to African American/Black users and customers.

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33 / 100

Very Satisfied	33%
Satisfied	0%
Neither Satisfied nor Dissatisfied	0%
Dissatisfied	0%
Very Dissatisfied	67%

Very Satisfied

33%

Satisfied

Neither Satisfied nor Dissatisfied

Dissatisfied

Very Dissatisfied

67%

Santander Customer Satisfaction Score by Age

Santander's Customer Satisfaction score was rated 25 points by customers ages 66+ on Comparably.

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100

Breakdown

Age

Score

66+

25%

Santander Customer Satisfaction Score by Usage

Santander's Customer Satisfaction score was rated the highest by customers who have used Santander's products/services for 5 to 10 Years, and the lowest by customers with 1 to 2 Years of usage.

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1 to 2 Years	0
2 to 5 Years	25
5 to 10 Years	75
Over 10 Years	50

Santander Customer Satisfaction Score by Industry

Santander's Customer Satisfaction score was rated 100 points by Banking and Financial Services industry customers.

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Banking and Financial Services	100

Santander Customer Satisfaction vs. Competitors

Compared to its competitors, Santander's Customer Satisfaction score is rated right above Bank Of Montreal, and is preceded by UBS.

COMPANY		Customer Satisfaction (CSAT) Score
	Rbc	75%
	Bank of China	73%
	Bank of America	70%
	Northeast Bank	67%
	UBS	65%
	Santander	51%
	Bank Of Montreal	25%
	Bankia	0%

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Santander Customer Service

3.2/5

Santander has an overall Customer Service score of 3.2 out of 5 stars rated by its users and customers.

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About Santander's Customer Service

Address

Monte Vista, CO United States of America

Website

http://www.santander.com/

Quick Insights into Santander Customer Service

Santander's Customer Service score was rated highest by customers from the Banking and Financial Services industry, and rated lowest by customers who have used Santander's products/services for 2 to 5 Years.

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Ranked Santander Customer Service the Highest

Banking and Financial Services	3.8
Over 10 Years	3
African American/Black	2.6

Ranked Santander Customer Service the Lowest

Male	2
Caucasian	1.8
2 to 5 Years	1.5

Santander Customer Service Score by Gender

Female customers rated Santander's Customer Service score 0.6 stars higher than Male customers.

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Male

2/5

Female

2.6/5

Santander Customer Service Score by Ethnicity

Santander's Customer Service score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.

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100

Summary	Ethnicity	Customer Service Score
Caucasian 1.8	Caucasian	1.8
African American/Black 2.6	African American/Black	2.6

Santander Customer Service Score by Age

Santander's Customer Service score was rated 1.5 stars by customers ages 66+ on Comparably.

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100

Summary	Age	Customer Service Score
66+ 1.5	66+	1.5

Santander Customer Service Score by Usage

Santander's Customer Service score was rated the highest by customers who have used Santander's products/services for Over 10 Years, and the lowest by customers with 2 to 5 Years of usage.

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1 to 2 Years	2.7
2 to 5 Years	1.5
5 to 10 Years	2.7
Over 10 Years	3

Santander Customer Service Score by Industry

Santander's Customer Service score was rated the highest by Banking and Financial Services industry customers, and the lowest by Tech industry customers.

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Tech	2.8
Banking and Financial Services	3.8

Santander Customer Service vs. Competitors

Compared to its competitors, Santander's Customer Service score is rated right above Bank Of Montreal, and is preceded by Bank of America.

COMPANY		Customer Service Score
	Bank of China	3.9/5
	Rbc	3.7/5
	Northeast Bank	3.5/5
	UBS	3.5/5
	Bank of America	3.4/5
	Santander	3.2/5
	Bank Of Montreal	2.2/5
	Bankia	1.5/5

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Santander as an Employer

3.8/5

Santander has a 3.8/5 stars for its overall company culture rated by their employees

top

50%

CEO of Santander

Jose Antonio Alvarez

In the Top 50% of Similar Sized Companies on Comparably.

Consumer vs. Employees

Santander scored a -21 for Net Promoter Score and a -15 for Employee Net Promoter Score. NPS gauges how likely a customer of Santander would recommend the brand to a friend. ENPS measures how likely Santander employees would recommend working at Santander to a friend.

Net Promoter Score

-21

NPS Score

29%	Promoters
21%	Passive
50%	Detractors

Employee Net Promoter Score

-15

eNPS Score

30%	Promoters
25%	Passive
45%	Detractors

Global Ranking Snapshot

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