The Customer
In the Banco Sabadell business model, the customer is always the primary concern. The relationship model, based on personalised attention and high standards of quality and service, ensures that the Bank is able to create value for customers and be wherever they are.
Banco Sabadell believes that its relationship with customers should be a long-term one based on trust and authenticity. For this reason, Banco Sabadell focuses on the customer experience as a way of standing out from its competitors and achieving profitable growth. This approach is a logical consequence of the excellence in quality of service that is part of Banco Sabadell's DNA.
The Bank prioritises quality of service, as evidenced by a number of surveys.
11.9 +4.4% 2016/2015
Branches 2,767 -3.8% 2016/2015
Source: Accenture NPS Benchmark Report, surveys among people for whom Banco Sabadell is their principal bank, 2016. The score is the ratio of clients who rate the Bank 9 or 10 out of 10 with respect to those who rate it between 0 and 6 out of 10.
Customer NPS levels, by Banco Sabadell segment
- 2016
- 2015
Sabadell quality index with respect to the sector
Source: STIGA, EQUOS (Estudio de Calidad Objetiva Sectorial, 4Q 2016).
- Sabadell
- Sector
The strengths of the Banco Sabadell Group are described in different chapters of the annual report, except for those detailed below, marked with an *:
- Organisation by businesses*
- Multi-brand and multi-channel structure*
- Leading-edge technology and innovation*
- Service quality*
- Focus on business and personal banking
- A leading player on the international stage
- Strict management of capital and risk
- Defined, transparent corporate governance
Quality certificates
