Case Study: Santander Consumer Bank Nordics unifies customer feedback with Netigate

Santander - Customer Case Study

Santander Consumer Bank Nordics, part of the global Santander Group, faced the challenge of fragmented and manual customer feedback processes across its four Nordic markets. Its previous methods were inconsistent and time-consuming, preventing teams from easily identifying recurring issues or connecting feedback to business outcomes. To support better collaboration, the bank sought a scalable solution to integrate and analyze multilingual feedback, turning to the vendor Netigate for its customer experience platform.

Netigate provided a centralized, AI-powered solution that automated the analysis of feedback in five languages and integrated data from various sources via API. This implementation empowered approximately 240 employees with access to real-time insights and shared dashboards. The results enabled faster, data-driven decision-making, stronger cross-functional collaboration, and a reinforced customer-centric culture across the organization.

Santander

Steve Franklin

Chief Commercial Officer