CSN Goes Digital

As part of EQ’s ongoing strategy to help drive shareholders to more digital practices, we took the decision in 2024 to develop our existing Digital Document Repository facility within Shareview (already used for DRIP and CSN statements), to expand the range of shareholder communications able to be stored digitally, enabling a significant reduction in posted paper items relating to the AGM, dividends and CSN Statements. Alongside a programme of improvements to Shareview user journeys and functionality, a dual aim was to also enhance the shareholder digital experience and choice. In turn, this perfectly aligned with Santander’s goals of improving digital engagement with their shareholders and reducing paper communications involved in the running of the CSN.

A plan was agreed to implement the move to a new ‘digital by default’ communications structure, starting with an initial notification to participants of changes to the CSN Terms & Conditions. Following a carefully planned timeline the changes were to go live in a phased approach over a 15-month period, aligning with key events in Santander’s corporate calendar to make the best use of any existing paper mailings already in the calendar.

A Terms & Conditions change notification was sent to CSN participants with the AGM mailing for maximum efficiency. Participants with an ecomms election received notification via email. The notice outlined the following;

• Any paper communications relating to the AGM, dividend or the annual CSN statement being sent to UK CSN participants at that time, would cease. Unless participants had either an existing postal preference set in Shareview or they proactively made an election to continue to receive this in paper form. Participants opting for email communications continued to receive these by email, so did not need to take any further action.
  
  
• Going forward, a digital version of the relevant document (e.g. AGM Notice, Voting Form, Annual Dividend Confirmation or CSN Statement) was made available within the Shareview document repository. 
  
  
• Recognising there would be some participants who did not have online access, a helpline number was provided for participants to support them with requests for a postal preference to be recorded on their behalf.

Furthermore, by sign-posting the improved digital experience and choices available, and pushing the ‘call to action’, it has already led to an improvement in digital engagement from participants with an 8% increase of new Santander Shareview portfolios being activated.