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
That the content can be perceived
by different senses
Can be used with standard peripherals or specialised support products
The content is easy to understand and avoids or helps to solve errors
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 2022, we reported 11.2 million digital customers.
CaixaBank has a presence in 2,233 towns and cities in Spain, with a total of 11,608 ATMs and 4,081 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 2022
% of Spanish towns of >5,000 inhabitants have a branch in their area
Spanish towns where we are the only bank
% accessible ATMs and with help videos available in sign-language
% of citizens have a branch or agent in their municipality
people served by mobile branches in another 626 towns
% of CaixaBank branches are accessible