One of CaixaBank's top strategic priorities is the provision of excellent customer service. To this end, it bases its banking model on personalized customer service, a broad spectrum of financial products and services, credibility in the eyes of its customers, transparency and financial strength.
In 2013, CaixaBank applied for the renewal of the European Seal of Excellence awarded by the European Foundation for Quality Management (EFQM). This seal was certified by AENOR in 2012: CaixaBank scored over 500 points, the highest score obtained in Spain.
The bank has devised an internal service quality indicator for the branch network, coined the Quality Satisfaction Index (QSI), which draws on the feedback of over 420,000 annual customer surveys. It also measures service quality using tools such as the mystery shopper, in order to draw up continuous improvement plans.
The official communication channels offered by CaixaBank include the Customer Service Office, which handles customers' requests, comments and enquiries. The complaint resolution process was redefined in 2013 to improve how complaints are handled, response times, and customer satisfaction.
CaixaBank has a Transparency Committee charged with ensuring products and services are designed and marketed in a transparent manner. The bank has a commercial communication policy based on respect for society, customers and corporate values.
One of CaixaBank's top strategic priorities is the provision of excellent customer service. To this end, it bases its banking model on personalized customer service, a broad spectrum of financial products and services, credibility in the eyes of its customers, transparency and financial strength.
In 2013, CaixaBank applied for the renewal of the European Seal of Excellence awarded by the European Foundation for Quality Management (EFQM). This seal was certified by AENOR in 2012: CaixaBank scored over 500 points, the highest score obtained in Spain.
The bank has devised an internal service quality indicator for the branch network, coined the Quality Satisfaction Index (QSI), which draws on the feedback of over 420,000 annual customer surveys. It also measures service quality using tools such as the mystery shopper, in order to draw up continuous improvement plans.
The official communication channels offered by CaixaBank include the Customer Service Office, which handles customers' requests, comments and enquiries. The complaint resolution process was redefined in 2013 to improve how complaints are handled, response times, and customer satisfaction.
CaixaBank has a Transparency Committee charged with ensuring products and services are designed and marketed in a transparent manner. The bank has a commercial communication policy based on respect for society, customers and corporate values.