Brazilian digital bank Inter recorded its best performance to date in the Central Bank of Brazil's official complaints ranking during the second quarter of 2026.
The company secured 10th place among the country's 15 largest financial institutions. The ranking lists banks in descending order of consumer dissatisfaction, meaning the first position is held by the institution with the highest rate of complaints.
Between the third quarter of 2025 and the second quarter of this year, Inter saw its complaint index drop from 96.4 to 26.15, reflecting a significant reduction in the volume of grievances registered against the firm.
The Central Bank's quarterly ranking is a primary indicator of customer service quality in the Brazilian financial sector. The regulator evaluates banks, financial companies, and payment institutions based on the volume of complaints deemed justified, meaning the customer was found to be in the right, relative to the institution's total customer base.
The regulator compiles the index using complaints registered by citizens through its official service channels, which include its Fale Conosco online contact form, the 145 telephone line, and physical correspondence.
Client Centricity Program
The improvement follows a strategic shift by Inter's leadership. Inter, headquartered in Belo Horizonte, is one of Brazil's major digital banking platforms, offering an integrated application that combines checking accounts with investments, insurance, and retail.
After noting that the bank consistently remained among the top positions in the Central Bank's complaints ranking, the board of directors identified a need to systematically improve customer experience and established a dedicated structure to address the issue.
The resulting initiative, called the Client Centricity Program, was built around two primary objectives: minimizing friction points that generate customer dissatisfaction and maximizing the value delivered to both the client and the company. The program uses multidimensional analysis to connect daily operational problems with integrated diagnostics.
The strategy operates across four interdependent pillars, beginning with technology as a scale accelerator. This involves using the bank's existing technological ecosystem, including artificial intelligence, process automation, customer service bots, and the infrastructure of its Super App, to execute improvement plans.
Root cause analysis
The second pillar establishes multi-level structured governance, which included incorporating the customer program into the board's 2026 agenda and creating monitoring forums aligned across the corporate hierarchy.
Inter also implemented a continuous improvement method based on root cause analysis. This operational pillar relies on management guidelines and tools, including scaled agile methodologies, portfolio management, and Design Thinking.
Finally, the program applies an end-to-end view of the customer journey. This approach treats the user experience as a continuous pipeline, evaluating everything from initial onboarding and account activation through to customer service, monetization, and retention.
The internal overhaul had already begun to show results prior to the latest Central Bank index. During the fourth quarter of 2025, Inter recorded a 40 percent drop in the number of justified complaints it received.
The bank also noted an 11 percent improvement in its corporate reputation score on Reclame Aqui, a major Brazilian consumer review and complaint resolution website that serves as a key metric for public perception in the country.
