|
Our essence lies in service to people and economic and social development in the geographic areas where we work. Our daily work focuses on service quality to make us stand out from other banks and win over our customers' trust.
million customers in Spain
1 in every 4
families
1 in every 3
young people
(between 18 and 25 years)
1 in every 5
pensioners
+ 1.9
million
in Portugal
(BPI)
Customer satisfaction index
total customer retention
98.5% retention rate for high-value customers
The main bank for 26.3% of Spanish citizens
CaixaBank is the leading financial institution in the Loyalty Index* and in Market Penetration**
89.6% loyalty rate
29.3% market penetration
of individual CaixaBank customers are exclusive or preferred customers of the Bank***
with a rating of over 650 points, for the management model
CaixaBank is the only Spanish bank with six business areas with AENOR Conform certification for its customer relationship model: Private Banking, Premier Banking, Individual Banking, Business Banking, International Banking and Corporate Banking.
* Measures the percentage of a bank's customers that consider it to be their main one, either because they use it exclusively or, where they have more than one, they consider it to be their main one. Source: FRS Inmark. Individuals’ financial behaviour, Spain 2018.
** Percentage of interviewees that mention being a customer of each bank. Source: FRS Inmark. Individuals’ financial behaviour, Spain 2018.
*** Source: FRS Inmark. Individuals’ financial behaviour, Spain 2018.
**** BPI: 17,527 complaints, of which 13% were resolved in the customer’s favour. Average response time 6.3 days.
