Santander - Nice

Financial Services in the UK

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Santander overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

After a decrease of -1 points in Q2 2025, Santander’s Overall Effort Score has remained flat wave on wave. At 10th, it has fallen behind Monzo and Natwest.

Looking at the component pillars tells a mixed story, too. Speed of Resolving Problems and Knowledge & Expertise are both down -1, while Style of Communication remains flat. Valuing the Customer’s increase of +1 has prevented the drop in the Overall Effort Score, but it’s far from a comfortable position.

It's been a challenging year for the brand in terms of CX. In March, hundreds of Santander customers were hit by banking problems, resulting in them being unable to make payments or transfer between accounts, with some users on X bemoaning not just the outage but the communication. “I cannot get home from work because of this. Cannot access my funds and this is the second time this has happened. No reply to my messages or emails either,” one user said.

Santander also announced the closure of 95 locations or one fifth of its total estate. With 23 of those branches closing in June, we were expecting Santander’s Overall Effort Score to be impacted in upcoming waves. We may be seeing that reality here.

Style of Communication

last quarter

57% say the politeness of their customer service agents is 'excellent'

53% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge & Expertise

last quarter

49% rate the expertise of the customer service agent as 'excellent'

47% say the way details were clearly explained to them was 'excellent'

50% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

47% rate this brand as 'excellent' for how they made them feel valued/important as a customer

47% say the way they understood their needs was 'excellent'

64% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

43% rate how easy it was to find the information they wanted on the website/app as 'excellent'

51% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "excellent"

48% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'