This programme looks at how customers feel regarding the service they received at Santander. Our aim is to share best practice to help us deliver an excellent customer experience consistently across the whole network.

Genuine customers will visit a branch with a genuine mission to carry out and then provide an Experience Review of the service they received, from their individual perspective. A monthly summary report is available for all branches to use that will include some key focus areas; only branches that were visited will get an individual branch report.

Through this new programme we will gain great insight and feedback, which we hope will encourage meaningful coaching conversations. By embedding great behaviours, we can push forward and provide an outstanding customer experience, and we hope this will become an invaluable tool in your branch.