Santander Bank Polska has been awarded in nine categories in the 10th edition of the Institution of the Year ranking, organized by the Mojebankowanie.pl portal.

Warsaw, 31 March 2025.
The bank was recognised for the Best Customer Service in branches and remote channels as well as for Personal Banking, Business Banking and Private Banking Services. It also received accolades for internet banking services and remote account opening - and ranked top in the new Customer Voice category. 30 branches were individually recognised for customer service quality.

“Winning awards in several categories of the Institution of the Year ranking is our great achievement and acknowledgment of our best-in-class products and services that meet our customers’ needs. This success will inspire us to do more. We want our solutions to be simpler, more convenient and accessible in remote channels, without compromising their quality,” said Joanna Olszewska, Head of Retail Customer Segment Area.

The award in the Customer Voice category, one of the new categories in this year’s edition, recognised the bank’s efforts to meet diverse needs of internet banking users. As part of the project, more than 180,000 Google customer reviews of 13 banks and nearly 5,000 branches were analysed.

Banking tailored to customers’ needs

The bank placed first in the Best Branch Service category. The ranking looked at how satisfied customers of different age were with the contact with a branch advisor. Remote services were recognised, too, based on customer experience with helpline and email contact channels. For many years now, Santander Bank Polska has combined traditional banking with digital transformation. Santander online banking was recognised for its broad range of features. The bank also won the Best Remote Account Opening category with its account opening process based on a selfie and the mObywatel app.

For another year running, Santander Bank Polska received an award for the quality of services for Private Banking customers, reflecting the outstanding commitment of customer advisors and the unparalleled product range.

The bank was also named the Best Business Bank in recognition for the top quality of services provided to business customers. The attractive offer and the multichannel customer support were indicated by customers as the bank’s most distinctive features.

Santander Bank Polska also received two awards in the Best Personal Banking category for services rendered in branches and remote channels. The bank was recognised for the Select personal banking offer, including support of a personal advisor in terms of banking, investment, lending and brokerage services.

“We are proud that dedication and professionalism of our advisors and experts have been acknowledged and recognised. They continue to deliver best customer service in branches and remote channels each and every day. They respond to customers’ needs and build relationships based on trust, which lets us increase customer satisfaction and strengthen our position in the market,” said Iwona Derewońko, Head of Select Customer Relationship Office.

This year’s jubilee edition of the ranking also included three awards for Customer Experience managers. One of the CX Leader accolades went to Joanna Olszewska, Head of Retail Customer Segment Area of Santander Bank Polska.

Branches which scored at least 80% in two measurements received individual recognitions. This year, as many as 30 Santander Bank Polska branches were awarded the title of the best bank branch in Poland.

Ranking

Institution of the Year is the largest and the most comprehensive project focused on the quality of customer service in the banking sector. Its purpose is to improve customer service standards and increase customer satisfaction. The ranking consists of 14 thematic categories covering four customer segments.

Service quality is assessed by users, taking into account service standards, purchasing processes and seamlessness of service in branches and remote channels. The project is delivered all year round and includes branch visits, calls to helpline, internet banking tests and mobile app reviews. As part of the 10th edition, more than 1,700 visits and nearly 8,000 calls were made, 800 emails were sent, 430 personal accounts were opened and 780 internet banking tests were completed. This year, 250 individual recognitions were also awarded to the best branches.

Santander Polska won the following awards:

Best Bank In Poland

Best Service At The Branch

Best Service In Remote Channels

Best Personal Banking

Best Bank For Companies

Best Private Banking

Best Online Banking

Best Remote Account Opening Process

Best Customer Voice

CX Leader

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