Customer Success Story
How Santander Consumer Bank Nordics is unifying customer feedback with AI-powered insights
Meeting and exceeding customer expectations across four Nordic markets is a top priority for Santander Consumer Bank, part of the global Santander Group serving more than 170 million customers worldwide.
In the Nordics alone, the bank supports 1.5 million customers across Norway, Sweden, Denmark, and Finland
240
Employees empowered
5
Languages supported
Multiple integrations
via API
from Salesforce Marketing Cloud, Giosg, and other survey and chat tools feed data into Netigate.
The challenge
Santander Consumer Bank operates across Norway, Sweden, Denmark, and Finland, serving over 1.5 million customers in the Nordics as part of the global Santander Group. Guided by their key behaviour ‘Think Customer‘, the Nordic teams are committed to understanding and acting on customer feedback to improve experiences at every touchpoint.
Customer feedback processes were previously manual, fragmented, and inconsistent across markets. Surveys were sent only once or twice a year, and the growing volume of customer comments made analysis increasingly time-consuming. Without a unified system, teams couldn’t easily identify recurring issues, track improvements, or connect feedback to measurable business outcomes.
Key challenges included:
- Fragmented feedback processes: Different methods and tools across markets limited collaboration and comparability.
- Manual analysis: Large volumes of comments were slow and difficult to process.
- Lack of actionable insights: Without unified data, recurring issues were hard to identify.
- Limited accessibility: Only a few teams had access to feedback, isolating valuable insights.
The solution
To overcome these challenges, Santander Consumer Bank Nordics implemented Netigate to centralise and automate their customer feedback processes across all Nordic markets.
Key solution areas:
- Multi-language text analytics: Advanced AI-powered analytics to process and categorise feedback in five languages, allowing Santander to understand customer sentiment at scale.
- API-driven integrations: All customer feedback flows directly into Netigate via APIs from Salesforce Marketing Cloud, Giosg, and other chat and survey tools, consolidating insights into a single platform.
- Centralised dashboards and segmentation: Employees can filter data by country, product, and touchpoint, enabling them to identify trends and take targeted actions quickly.
- Real-time feedback and AI summaries: Automated text analysis provides instant access to themes and summaries, saving time and allowing decision-makers to act immediately.
- Company-wide access and empowerment Around 240 employees, from commercial teams to IT, finance, and compliance, now have direct visibility into customer feedback and the ability to act on it.
Netigate gives us the ability to listen to our customers on a daily basis. You can go into a specific market, or product, identify where scores are higher or lower, get the AI generated summary, and then dig into the details. As a Chief Commercial Officer, I cannot go through thousands and thousands of feedback, but with Netigate I get a sense and good examples of what customers are saying about a specific issue in real time.
Steve Franklin
The results
By implementing Netigate, Santander Consumer Bank Nordics turned customer feedback into an accessible, actionable, and measurable source of insight. Teams across the organisation are now able to quickly identify what drives customer satisfaction and where improvements are needed.
- Real-time insights and faster decisions: Feedback is now analysed automatically, enabling leadership to react to trends and challenges as they happen.
- Wider organisational access: About one fourth of the organisation, around 240 employees, now access and act on customer insights directly through Netigate dashboards.
- Cross-functional collaboration: Teams from finance, IT, compliance, and customer service now use shared insights to align decisions and improvements.
- Faster problem-solving: When one region showed a lower NPS, a cross-functional task force quickly identified causes such as phone queue information and online banking features.
- Stronger customer focus: Open-text analysis and continuous improvement initiatives have strengthened Santander’s customer-centric culture.
Banco Santander is one of the world’s largest financial institutions, headquartered in Madrid, Spain. Santander offers a broad range of financial products and services, from retail and commercial banking to wealth management and corporate solutions, with a strong focus on responsible banking and long-term customer relationships. The bank serves over 170 million customers and operates across Europe, the Americas, and key global markets.
Banking & Financial Services
Global
Enterprise (200,000+ employees)
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