 
Author: Francisco Ramirez, Executive VP of Personal Banking and Branches, Banco Popular Dominicano
In a global landscape where digital transformation is no longer a competitive advantage but a necessity, Banco Popular Dominicano has cemented its leadership as the most digitally advanced financial institution in the Dominican Republic. With more than six decades of experience serving generations of Dominicans, Banco Popular blends tradition with bold innovation, standing out as the institution that best understands the times, earning the trust of both traditional and forward-thinking customers alike.
With a clear and strategic vision, Banco Popular has achieved a milestone: 88 percent of its transactions are now conducted digitally, supported by a robust ecosystem of mobile applications and digital platforms designed to make users’ lives easier. In the past year alone, its flagship mobile application, App Popular, registered over 100 million transactions – evidence of the bank’s rapid digital adoption.
Backed by the ambitious personal banking initiative; ‘A more innovative, more human, and closer banking experience,’ Banco Popular has undertaken a comprehensive transformation of its branch network, positioning itself at the forefront of modern banking in Latin America. This bold redesign has transformed its branches into more spacious, efficient, and technologically advanced environments that offer customers a more agile and personalised experience, promoting self-service alongside tailored attention. The bank’s aim is to ensure high-quality customer interactions by dedicating more time to strengthening relationships, allowing clients to see each banker as a trusted financial advisor.
Delivering greater value to the customer
As a result of this transformation, wait times in branches have consistently improved by 50 percent, offering a faster experience without compromising service quality. Additionally, routine services have been redirected to the teller area, streamlining internal office flows and allowing staff to focus on more value-added consultations for customers.
The efficiency gains are reflected in the bank’s performance, as it now boasts the highest Net Promoter Score (NPS) in the Dominican banking sector. By the end of 2024, it reached a historic general NPS of 70 points, and an outstanding 90 points specifically for branch service. Customers now rate their experience immediately after receiving service via QR codes available at every branch, resulting in an impressive 98 percent satisfaction rate. Banco Popular has also solidified its leadership in payment solutions, being the first in the country to integrate Google Pay, Apple Pay, and Garmin Pay with its credit and debit cards. Standout products include the Visa ISI and Mastercard Infinia cards, and the BIZ portfolio for business clients. The Mastercard United MileagePlus card was also relaunched with an enhanced value proposition.
A more human and strategic model
Unlike other digital transformation models that reduce human interaction, Banco Popular has embraced a unique approach: ‘More digital, more human.’ This philosophy is embodied in a customer service model that prioritises relationships, guidance, and closeness – even in digital settings. Today, more than 100 financial officers provide remote assistance, doubling the number of customers served by personal advisors.
The bank has also migrated non-face-to-face services to a highly efficient internal service centre, further reducing wait times and enhancing the customer experience. This strategy enables higher-quality in-branch interactions, turning each meeting into an opportunity to deepen the client relationship. In this model, each officer is not merely a manager, but a true financial advisor.
Banco Popular has also demonstrated an ability to understand and meet evolving customer needs – from young people purchasing their first home to entrepreneurs seeking capital. Accordingly, the bank has expanded its presence beyond traditional branches by deploying business units directly within real estate agencies, car dealerships and retail stores. This proximity allows them to be present at critical moments in customers’ financial lives. The success of this transformation is not measured solely by efficiency or digitalisation metrics. It is also reflected in the strength of the bank’s organisational culture, driven by professionals committed to the economic and social development of the country. At Banco Popular, we embrace the challenge of constantly evolving for the benefit of our customers and the country’s development.
Recognised financial excellence
In the ‘Digital and Multichannel 2024’ study conducted by Finalta (a McKinsey & Company subsidiary) – which evaluates and compares the performance of over 200 banks across 50 countries – Banco Popular Dominicano ranked above the Latin American average and even outperformed global digital leaders in customer activity at ATMs and branches, product sales, officer productivity and new customer acquisition.
Additionally, having been recognised for four consecutive years as the ‘Most Digital Bank in the Dominican Republic’ by the Superintendency of Banks’ Digital Banking Ranking, and having received numerous international accolades from institutions such as World Finance, The Banker, Latin Finance and Euromoney, Banco Popular demonstrates that the future of banking lies not only in technology, but in its thoughtful integration with empathy, strategic insight, and long-term vision.
