Santander boss being grilled by MPs of a Treasury Selecte Committee (January 2011)
This video is from Sky News: http://news.sky.com/skynews/Home/Business/Santander-Boss-Ana-Botin-Admits-Work-To-Do-To-Improve-Customer-Service-At-Treasury-Select-Cttee/Article/201101315898220
Santander boss Ana Patricia Botin claimed it is a top priority to improve service quality and complaints handling. The incident highlighted in this blog clearly indicates that service quality was not a priority.
If service quality was a top priority, the branch would have taken all possible action to assist in the situation mentioned in this blog. However, as explained in the 'Santander's compensation less than minimum wage !' section of this blog, there is a clear indication that the branch chose not to provide assistance, even after accepting it was their fault.
Furthermore, it is also noteworthy that it took Santander over 2 months to apologise for their negligence and fault; not just 48 hours as stated by their boss.
Therefore, with regard to the incident highlighted in this blog, several of the Santander boss's statements prove to be nothing but empty words.
This also gives rise to the question whether Santander's repeated assurances to improve standards are 'broken' promises, which were not honoured.
According to www.guadian.co. uk "Promises to improve [...] have been made many times before" as well. It is also reported that Santander bosses have been admitting that service had not been up to expected standards since as long ago as the year 2007.
It could also be highlighted that Santander's Director of Service Quality, Steve Williams had stated that one of the bank's primary focuses will be on customer service, in 2011. (Click to view full details)
