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Banca March - Hacer crecer, seguir creciendoNews

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At Banca March, we want to keep you always informed, and this section gives you the opportunity to find out whatever you want to know about.

01/03/2018

The Banca March brand is the highest rated in the Spanish financial system for its solidity, solvency and customer service quality

  •  The Financial Sector Customer Satisfaction Benchmarking published by independent firm STIGA rates Banca March as excellent in account manager satisfaction and customer loyalty, according to data from the third quarter of 2017.
  • Banca March’s customer recommendation index, measured according to the Net Promoter Score method (NPS), is 19.7%, compared to 1.1% for the overall market.
  • The institution, which participated in this sector study for the first time, leads the rankings in brand intangibles (solidity and solvency, modernity  and social commitment) and customer relations (transparency, trust and personalisation).

The Banca March brand is the highest rated in the Spanish financial system for its solidity, solvency and customer service quality, as reflected in the third-quarter results of the Financial Sector Customer Satisfaction Benchmarking published by the independent firm STIGA. The study studies and compares how customers rate the institutions they work with using a standard measurement model.

Banca March, which is taking part in this study for the first time this year, stood at the top of the rankings for the different parameters assessed in the third quarter of 2017. Specifically, it leads the global satisfaction ranking for the service provided by its account managers, with a score of 8.72 out of 10, and got first position in brand intangibles (8.01) and relationship intangibles (7.52). The former measures aspects like the solidity and solvency, modernity and social commitment of the company in question; while the latter focuses on its transparency, trust and personalisation.

The overall perception of Banca March is also excellent. The bank is among the leaders in overall satisfaction with the institution, as well as in the customer recommendation index, measured according to the method known as NPS (Net Promoter Score), which was 19.7% in October for the bank as a whole, compared to 1.1% for the market as a whole. This methodology uses a scale from -100% (all those surveyed are detractors) to 100% (all those surveyed are promoters).

“Service quality and strong customer relations are among Banca March's cornerstones, which is why the institution uses a comprehensive system to monitor customer opinion based on the highest market standards and exhaustive monitoring to seek constant improvement. The results reflect the strength of Banca March’s business model and brand, backed by over 90 years in the business with solvency and credibility, thanks to which more and more customers continue to put their trust in the institution,” stated Banca March CEO José Luis Acea.

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