Corporate responsibility

Responsible business

Excellence in service


In 2018, CaixaBank successfully renewed its European Seal of Excellence 500+ from the European Foundation for Quality Management (EFQM) by earning a score of over 650 points.

Achieving service excellence is the main challenge for CaixaBank as a responsible bank and one of its hallmarks. All its actions ultimately respond to the needs of customers and are there to ensure continuous improvement in quality.

  • Responsible products 

CaixaBank manages its business and products and services within the framework of its commitment to respecting people and local communities. It provides regular support to sustainable initiatives and projects through products such as:

 

  • Good practices 

CaixaBank is adhered to the Code of Good Practices of the Spanish Government for the viable restructuring of debts secured with mortgage collateral on the primary home, which seeks to protect low income customers with a mortgage.

Meanwhile, the mediation agreement with the Government of Catalonia has been in place since 2012 to help prevent evictions.

 

  • Innovation 

CaixaBank pursues constant innovation, investing in research, development and innovation (R&D&I) and getting its employees involved in improving operational processes and designing products.

The Bank has an Innovation and Digital Transformation area that fosters acceleration, digitalisation and customer orientation across all areas and departments.

CaixaBank has earned numerous international awards and accolades, making it a benchmark for innovation around the world.

 

  • Quality: surveys 

For CaixaBank, quality of service means satisfying the expectations of customers, an objective that is perfectly aligned with the organisation’s mission and values and allows it to achieve efficient and sustainable results.

One of the channels used to deliver its service excellence objectives is to ask customers to complete feedback surveys. Customers are also offered a variety a mechanisms so they can communicate their expectations to and, more importantly, so that they can be addressed.

Knowing and weighing the opinions of customers
25,000 surveys are conducted a month to gauge customers’ opinions about CaixaBank’s products and services and gather feedback about any other topics considered relevant.