Customer-centred banking

We understand financial inclusion from the perspective of proximity and accessibility, and aspire to become a benchmark in banking for all our customers. Our goal is to create an accessible omnichannel experience, eliminating any physical or sensory barriers.

Being close to our customers is a priority, and this is why we believe that proximity and accessibility are two concepts that go hand in hand. We work to ensure that our channels are used by as many people as possible, removing barriers that may limit their use.

Design of our products and services

Perceptible

Senses

That the content can be perceived
by different senses

Operable

Motor, voice

Can be used with standard peripherals or specialised support products

Understandable

Cognitive

The content is easy to understand, avoids or helps to solve errors

Robust

Technology

The content can be used with different devices



Accessibility of our services

We work to make our branches, ATMs and online services accessible so that interacting with us is as easy as possible. CaixaBankNow, the online banking channel accessible via web and mobile, brings all the bank's digital services together under a single concept. At the close of 2021, 73.1% of our customers were digital banking customers.

CaixaBank has a presence in 2,234 towns and cities in Spain, with a total of 13,008 ATMs and 4,966 branches. We work to meet the challenges of the environment by removing physical and sensory barriers and adapting our developments to the senior segment.

Data at the close of 2021

99

% of the population has a branch in their area

420

Spanish towns, CaixaBank is the only bank

100

% accessible ATMs and with help videos available in sign-language

92

% of the population has a branch in their area

270,000

people attended by mobile branches

86

% of CaixaBank branches are accessible

Development of accessible apps

Using the WCAG 2.0 accessibility guidelines, we design our apps to include VoiceOver navigation (iOS) and TalkBack (Android) for the rendering of all information and screen actions in speech. We also have biometric identification access.

Digital channel accessibility

CaixaBank.es is the only commercial banking portal with an AA accessibility level according to the W3C-WAI guidelines for 2.0 web content. This ensures accessibility in terms of elements such as colour contrast, text size, images and layout. ILUNION carries out half-yearly audits to detect any possible problems.

We offer a more personal and accessible model through our Store branches , with extended opening hours until 6:30pm from Monday to Thursday and, thanks to the inTouch model , more than 2.3 million digital customers can undertake their transactions remotely and contact their personal manager.