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.
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.
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.