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CaixaBank Comunication
  • Quality

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.

SEGMENTATION

13.7

million customers in Spain

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1 in every 4
families

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1 in every 3
young people
(between 18 and 25 years)

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1 in every 5
pensioners

+ 1.9
million

in Portugal
(BPI)

SATISFACTION

8.85

Customer satisfaction index

93.2%

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

90%

of individual CaixaBank customers are exclusive or preferred customers of the Bank***

QUALITY

EFQM 500+ European Seal of Excellence

with a rating of over 650 points, for the management model

AENOR certification for specialist businesses

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.

CaixaBank Group complaints management****

* 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.

Awards and Honours

  • EFQM.png
    EFQM

    EFQM

See all

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Legal Texts

CaixaBank, S.A. 2016
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