In order to expand its customer base and bring it even closer to customers, CaixaBank's specialized management model is underpinned by a leading multi-channel distribution platform nourished by the bank's entrenched culture of innovation and uninterrupted investment in technology to improve services. In 2013, it invested €154 million in technology development, €35.5 million of which was earmarked to R&D and innovation work.
In 2013, CaixaBank was once again the leading player in online banking in Spain. It ranked #1 in terms of its share of the home market (32% in December 2013, Comscore) and #2 in the international playing field. For the fourth year running, Aqmetrix rated the bank #1 in terms of service quality.
Mobile devices have become the second most popular banking channel, accounting for 942 million transactions. CaixaBank remains a front runner in this sector in Spain and is also an international benchmark. According to Forrester Research, CaixaBank is Europe's best mobile banking provider and the second best in the world.
CaixaBank has been a pioneer in rolling out contactless technology, with over 1,719 ATMs offering this service. Its network is also known for being barrier-free, with 62% of its ATMs fully adapted for disabled users.
CaixaBank leads the way in payment methods with 13 million cards in circulation and over 245,000 POS terminals installed. It has set the trend in issuing contactless cards: a technology that makes it easier to pay for certain transactions for small amounts which were previously made in cash. This option is now readily available in the main cities around the country.
With in excess of 100,000 active users, CaixaBank is dedicated to developing its own virtual communities revolving around financial services. In 2013, it launched Stocktactics, a community for sharing stock market investment strategies.
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