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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, based on an exhaustive participatory process, involving the main stakeholders (customers, employees and shareholders) of both CaixaBank and BPI, as well as representatives of the bank 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. 

Download CaixaBank Group 2021 Materiality Matrix

Issues related to integrity, good governance, financial soundness, risk management and cybersecurity remained a priority in 2021 and those related to innovation, digital transformation and climate change strategy were also highlighted. 

This exercise involves the principle of double materiality, recognising the relevant issues from the viewpoint of the business as well as that of stakeholders and then identifying their impact on people and the environment. 

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. 

In 2021, action to improve the customer experience was intensified with comprehensive attention designed to avoid referrals to branches when procedures are being carried out, with alternative support via digital channels.

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.

9.5 million interactions in CCCs in 2021

+ 2.4% interactions with respect to 2020

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.

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 2020, in the 6th 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 230,000 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

3

meetings

Corporate meetings

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

7

meetings

2,891

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.

1,378

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.

406

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

17

Meetings on ESG issues with specific investors

344

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

Institutional Investor Awards: financial analysts chose CaixaBank's management team, and its investor relations team, as the best in European banking in 2021.

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. 

In 2021, 5,280 news items were published in the corporate, territorial and segment channels of PeopleNow, with a total of 6,350,355 visits during the year.


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