Quality of Service

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.

Quality, a shared challenge

Internal quality

Measurement based on a dual outlook: customer service (perception, etc.) and internal management of each corporate area.

Goal: qualitative and quantitative information for decision-making.

Customer experiences

Customer focus: listing to what they need and adapting.

Getting to know customers better: transforming negative experience and reinforcing positive experience to surprise customers, giving them unique, lasting memories.

Assessment, measurement and monitoring

Internal Quality Index (IQI)

Customer Satisfaction Index (CSI)

Assessment, measurement and monitoring

A Bank Near You

One of our main ideas is to maintain a close relationship with customers.

To do this, we have developed a specialised consultancy model to suit each customer plus we have the largest network of branches and ATMs in Spain

5,027 offices in Spain

100% present in towns with over 10,000 inhabitants

22,220 employees with mobile equipment

A Personalised bank

At CaixaBank, our extensive commercial offer adapts to each customer. Their opinion really matters to us.Consequently, we are constantly seeking active dialogue with them. All our initiatives revolve around listening to customers to find out just how satisfied they are with the service they receive and what they think of it..

We use all the information gathered in focus groups, interviews and surveys that we run among our customers to draw up two strategic indices:

Customer Satisfaction Index (CSI), internal service quality indicator. Scale of 1 to 10.

Net Promoter Score (NPS) that measures how much customers would recommend CaixaBank, as a percentage.

The bank managed to renew its EFQM Seal in 2016, improving its score up to almost 650 points, plus it achieved the first AENOR certification in Europe for Excellence in Personal and Business Banking as well as for Foreign and International Trade.

In the field of reputation and responsible financial business management, CaixaBank is continuing to apply the most demanding social, environmental and good governance standards.

CaixaBank has thereby once again renewed its place on the Dow Jones World and Europe Sustainability Index, FTSE4Good or CDP Index, among others, that acknowledge the most outstanding banks in terms of corporate responsibility.

In addition, and according to its social banking model that is close and committed to all its stakeholders, the bank continues to strengthen financial inclusion thanks to the most extensive network of offices in Spain and by awarding microloans through MicroBank, among other social initiatives.

Finally, we should highlight the continue reinforcement for corporate government that has been acknowledged by external organisations such as ISS that gave CaixaBank the maximum score in this field.

Customer services

Managing queries and complaints is key in our customer relations. We currently run these six channels of communication:

Over 5,000 offices that personalise each case..

Customer Services Office (letters, free hotline and web form) to assist and guide customers.

@CABK_Responde Twitter account to answer queries and questions in real time.

Specific Facebook app to make enquiries and get personalised answers.

Our Mortgage Customer Services (SACH), unique in the Spanish financial system, run a free hotline and specialise in assistance on matters related to mortgaging your regular home.

Customer Services (SAC) and Customer Rights (DC), as a first step towards approaching the Bank of Spain and the National Values Commission (CNMV).

You can find out more about our Customer Services.

Quality

Centring on our customers

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.

Main Figures

A Bank Near You

A Personalised bank

Customer services

Awards and Honours