In 2020, we successfully renewed our European Seal of Excellence 500+ from the European Foundation for Quality Management (EFQM) by earning a score of over 650 points.
Offering an excellent service is one of our main goals at CaixaBank and a core element of our identity. Through our actions, we seek to respond to people's needs and to ensure ongoing improvement in quality.
At CaixaBank, we adhere to the Code of good practices of the Spanish government for the viable restructuring of debts secured with mortgage collateral on the primary home, which seeks to protect low-income customers with a mortgage.
Meanwhile, the mediation agreement with the government of Catalonia has been in place since 2012 to help prevent evictions.
At CaixaBank, we pursue ongoing innovation, investing in research, development and
innovation (R&D&I) and getting employees involved in improving operational processes and designing products.
We have an Innovation and digital transformation area that fosters digitalisation, with a customer-oriented approach across all areas of the bank.
Numerous international recognitions make us a benchmark for innovation around the
For CaixaBank, quality of service means satisfying people's needs and expectations, a goal that is aligned with the mission and values of our organisation, and allows us to deliver efficient and sustainable results.
One of the channels we use to deliver on our service excellence goals is to ask customers to complete feedback surveys. We also offer people a variety of mechanisms so they can voice their expectations to us and, more importantly, and we can respond to them.
Knowing and weighing the opinions of customers
We conduct 25,000 surveys a month to gauge the feedback of customers when it comes to CaixaBank products and services and any other topics we deem to be relevant.