Customer centric, a comprehensive challenge
1. Active listening to customers and employees
Focus groups, interviews and surveys
Customer focus: listening to customer needs and adapting to these.
Knowing the customer better: This is the starting point for transformation of the “Moments of truth” that are important to the customer, when they want CaixaBank by their side, transforming negative experiences and reinforcing positive ones.
Focusing on the employee and their relationship with the customer: listening to what employees need to deliver the best customer experience.
Identifying internal areas for improvement: optimising internal services through analysis of objective indicators (times, resolution percentages, etc.).
2. Diagnostics, measurement and follow-up
Customer Satisfaction Index (CSI)
In-house indicator of perceived service quality.
Measures the percentage recommendation of CaixaBank by its customers.
CaixaBank Service Quality Index (ICS)
In-house indicator of quality perceived by branch employees.
3. Improving the experience
Identifying mechanisms to improve and transform our services to offer the best customer experience and achieve service excellence