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.


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.

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


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

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.


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


Meetings on ESG issues with specific investors


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


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


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