[Corporate culture]

CaixaBank’s corporate culture is underpinned by its heritage values of quality, trust and social commitment, the basic tenets that guide and inspire everything we do.

Quality service, both in its customer relations and in internal processes, is one of CaixaBank's key strategic challenges and one of its competitive levers. To that end, the bank places great emphasis on providing personalised attention and offering a wide range of products and services.

CaixaBank follows extremely demanding quality guidelines focusing on trust, proximity, efficiency and continual improvements.  

We listen to our customers

CaixaBank promotes an active dialogue and direct contact with customers and professionals. Among other initiatives, the bank regularly consults the level of customer satisfaction with services received. Based on this feedback, improvement plans are designed to step up excellence in the service in question. 

• Customer surveys are used to prepare the Customer Service Index (CSI), an internal quality indicator measuring branch office service.
• The bank also evaluates the service offered by the Business, SME and Private Banking centres and tracks customer satisfaction using digital channels.

Customer Service 

In addition to the official channels, all customers are provided access to various internal communication channels, so that they can help the bank serve them better and present their complaints and claims. 

• Customer Service Office (letters to the General Manager, toll-free customer service line and contact form on website).
• Twitter account @laCaixaResponde.
• Mortgage Customer Advisory Service, with a toll-free customer service line.