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Materiality and dialogue

Listen. Talk. Do. Communication and dialogue are essential if we are to promote the progress of people, groups and territories. 

Our way of relating to our stakeholders (customers, investors, analysts, employees, social agents and suppliers) always starts with listening to them, learning about their opinions and needs, talking to them and trying to make things happen.

With the aim of identifying the financial, economic, social and environmental issues that are a priority for our stakeholders, we carry out an annual Materiality Study, the conclusions of which provide guidelines for the management of the Company's Sustainability Strategy and Strategic Plan, and determine the correct scale of the information to be reported.

Materiality analysis

The Materiality Analysis is prepared by an independent expert, in accordance with the metrics established by Impact Reporting & Investment Standard, and it is submitted for approval to the Management Committee and the Appointments and Sustainability Committee. It is based on an exhaustive participatory process, involving our main stakeholders (customers, employees, shareholders and suppliers), as well as CaixaBank executives, representatives of key areas of the entity and external experts.


Through dialogue with different groups, we identify priorities that we compare with our own, thus obtaining a Materiality Analysis that will influence our strategy and reflect the sensitivities and concerns of stakeholders and society as a whole, and trends in the environment in which we operate. 

In 2022 we evolved the methodology to move from a relevance approach to an impact approach, with the aim of advancing towards the dual materiality perspective included in the new European and international standards.

Learn about the phases of the study

We have consolidated the overall results of prioritization for the business and for the CaixaBank and BPI stakeholders in a materiality matrix that integrates the double perspective of impact: impact of the issues on the financial situation (outside-in) and on the groups of interest and the planet (inside-out).

The external stakeholders that have been taken into account for the double materiality include: customers, suppliers and experts interviewed. External stakeholders consider clear and transparent communication to be a priority, followed in order by cybersecurity and data protection, and by environmental investment and financing solutions.

Find out more about the results of the external stakeholders

Find out more about the impact assessment of the external stakeholders

Download CaixaBank Group 2022 Materiality Matrix

The issues with the highest impact ratings are related to cybersecurity and data protection, transparency in communication, responsible corporate governance culture and responsible marketing, all of which fall into the "Governance" category.

All aspects remain at a high rating (greater than or equal to 72%). Of all of them, only three are at a medium level of impact (partnerships to promote sustainability, financial education and social action and volunteering).

Compared to the vision of relevance for 2021, we see an increase in the impact of topics such as: Environmental financing and investment solutions, Environmental management and operational carbon footprint, Diversity, equality and conciliation, Management of risks derived from climate change and Clear and transparent communication.

In addition, the study has identified areas not reflected in the material matters, considering emerging issues such as biodiversity, employment and entrepreneurship, and sustainable mobility.

We thus identify overall priorities for the business and for stakeholders of CaixaBank and BPI.

Channels for communication and dialogue

Starting from the concerns of our stakeholders and with the aim of cultivating fair relations, based on the benefit of all parties and continuing over time, CaixaBank has opted for the use of clear language and a closer, more real and more transparent way of communicating through the different systems and channels we use to reach our stakeholders.

Customers

At CaixaBank, we seek to promote active communication with customers and to offer them the channels necessary to send their enquiries and complaints in order to offer them a quick, personalised, quality response.

The opinions of customers are mainly gathered through the Customer Experience Measurement Model, the Global Reputation Index and Materiality Analysis.

And through the Customer Contact Center and Customer Service Department, we handle enquiries and complaints from users.

Customer Experience Measurement Model

Pursuing excellence in Customer Experience at all times, our listening model has evolved towards a real-time measurement system across the Retail, Intouch and Private Banking network, which enables us to obtain customer feedback in real time.

The use of Artificial Intelligence platforms has also enabled us to design structural improvements that translate into cross-cutting improvements in processes, products and the different journeys (Outer Loop).

And the creation of a Customer Experience communication channel and site also means having a space that brings together information on the measurement model and action geared to improving the experience of our customers in each interaction.

Customer Contact Center

The Contact Center manages the enquiries, requests, suggestions and incidents that customers and users submit to us through the channels provided by the bank: telephone, WhatsApp, website form, email, post, chat, Twitter  and Apps comments. 

Over the course of 2022, we have continued to work on enhancing the integrated management of our customers' contacts, in order to avoid sending them to face-to-face channels as much as possible. Our primary objective is to improve the customer experience. In order to be able to evaluate the experience and study the incorporation of improvements, we include customer feedback at the end of the call.

Following the same strategic line of improving the customer experience, two new services have been created during 2022: the senior customer telephone service, which offers an exclusive telephone with agents trained in Gerontology, avoiding virtual assistants, and the fixed telephone service at the Store branches, which guarantees telephone service to manage operational issues for all CaixaBank customers, referring only calls of a commercial nature to the managers.

The quality of the Contact Center’s service is continually assessed through internal and external audits to ensure it functions correctly and complies with the standards of quality and excellence set by the company.

8.2 million interactions in CCCs in 2022

- 14% interactions with respect to 2021

Report on Sustainability, socio-economic impact and contribution to SDGs

Corporate blog 

Profiles on social networks 

Customer Service

The Customer Service department is responsible for responding to and resolving customer complaints. The service is separate from commercial services and acts independently in accordance with its knowledge of regulations on customer protection, the regulators and best banking practices and their application.

In 2022, a new plan for the modernization of claims management was implemented, which has led to a significant reduction in response times.

In addition, in order to mitigate or eliminate potential legal, operational and behavioral risks, the CCS has developed a compendium of proposals for improvement through preventive management of complaints.

During this period, we have managed to reduce the average complaint resolution time to 11 calendar days.

Shareholders and institutional investors

At CaixaBank, we work to justify the trust that shareholders and investors have placed in us and, as far as possible, to meet their needs and expectations. To do this, we seek to offer tools and channels to facilitate communication, their involvement in the Group and the exercise of their rights as owners.

CaixaBank, best shareholder service for a listed company in the 7th Rankia Awards


Shareholders

We offer clear, complete and accurate information to markets and shareholders, including financial and non-financial aspects of the business, and encourage informed participation at the General Shareholders Meetings.

We also organise training and information initiatives for shareholders and take their ideas into account through annual opinion surveys (Global Reputation Index and Materiality Analysis, among others). . 

Information is made available to shareholders through the monthly newsletter, corporate event emails (reaching more than 200,000 shareholders), SMS alerts and other options for them to subscribe via the corporate website.

Materials for financial education are also produced and specific courses are held.

Shareholders' area

Economic and financial information

Shareholder Advisory Committee

Non-binding advisory body created to learn first-hand about members' assessment of initiatives aimed at the shareholder base and contribute to the ongoing improvement of communication and transparency.

12

members

4

meetings

Corporate meetings

At these sessions, CaixaBank executives explain the results to shareholders directly, and pass on any other relevant corporate information.

7

meetings

2,464

attendees

Shareholder Information Service

Through our information service for shareholders (telephone, email and video call) and institutional investors and analysts, we also offer personalised attention in accordance with our Policy on Information, Communication and Contacts with Shareholders, Institutional Investors and Voting Advisors.

2,141

contacts

Institutional investors

CaixaBank organises roadshows and meetings with institutional investors. An investor diary has been created to provide details of significant dates in CaixaBank's corporate calendar and activities of interest to shareholders and investors.

492

Meetings with national and foreign institutions investing in equity and fixed-income

17

Meetings on ESG issues with specific investors

333

Reports by analysts on CaixaBank published, including sector reports with analyses of CaixaBank

Suppliers

The continuous improvement of relations with suppliers is key to creating value at CaixaBank.

We therefore seek to establish quality relationships with suppliers who share our ethical principles and social commitment.

In line with our business strategy, the aim is to obtain goods and services of the quantity and quality we need, within an acceptable timeframe, at the lowest total cost and with the minimum risk for our business, according to responsible, sustainable procurement practices and applying unified criteria for the whole Group.

The management of procurement through electronic negotiation reflects CaixaBank's desire to guarantee traceability and integrity in the contracting process.

Electronic negotiation begins with the approval of all the suppliers involved and ensures that, during the process, information will be the same for all participants and selection will be based on objective criteria.

Since 2020, new certifications have been taken into account when approving suppliers with regard to corporate social responsibility: OHSAS18001/ISO45000 certification and SA8000/BSCI/Responsible Business Alliance certification and/or social audit. Contracts with suppliers also include a specific clause dealing with Human Rights.

More in Procurement and Suppliers

Employees

CaixaBank's internal communication focuses mainly on:

Promoting and tackling the Strategic Plan's challenges and business priorities.

Transmitting our corporate values as a differentiating factor.

Recognising and reinforcing good professional practice.

Promoting our corporate culture and the pride of belonging.

CaixaBank staff have a new social intranet, PeopleNow, which constitutes a lever for Digital and Cultural Transformation, encouraging participation by employees, improving their experience and working towards modern, visual, multi-platform, participatory communication (mobile-first).

It brings together business, corporate and social content in a smart, modern space in which all staff have a profile to develop their personal “brand” and participate in communities according to their area of influence, as well as subscribing to information channels according to their interests. 

The focus during 2022 was on the internal communication action plan of the new Strategic Plan 2022-2024.


We also set up external committees with workers' representatives, hold face-to-face training, biannual opinion surveys and follow-up surveys, and we have a programme for the induction of new employees, CaixaBank Experience, and a confidential channel for queries and complaints regarding the Code of Ethics.

More in Our People

Dialogue with associations, affiliations and alliances