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

Santander’s Overall Effort Score has decreased by -1 point wave on wave in Q2 2025, resulting in the company dropping into eighth.

This is reflected in each of the four component pillars. Knowledge & Expertise, Style of Communication, Valuing the Customer and Speed of Resolving Problems have all lost -1 point wave on wave.

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’s woes set to continue this year at the firm closes 95 locations or one fifth of its total estate. With 23 of those branches closing in June, we’re expecting Santander’s Overall Effort Score to be impacted in upcoming waves.

Style of Communication

last quarter

56% say the politeness of their customer service agents is 'excellent'

54% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge & Expertise

last quarter

50% rate the expertise of the customer service agent as 'excellent'

46% say the way details were clearly explained to them was 'excellent'

49% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

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

43% say the range of solutions or options that were suitable was "excellent"

63% 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'

46% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

55% say they made it ?very easy? to achieve what they set out to do