SANTANDER
CX Measurement System for Turning Signals into Improvement Decisions
CX & Strategy
Data & Intelligence
We designed a comprehensive, ongoing system for measuring the end-to-end experience for Santander Open Academy. We mapped out the customer journey and its “Moments That Matter,” combining behavioral and perceptual metrics such as NPS, CES, CSAT, and PMF. We defined use cases and metrics for each moment, prioritized their implementation through a roadmap, and established a quarterly reporting model focused on continuous improvement.