Home > CSR and Caja Madrid > CSR management > Stakeholder dialogue
Stakeholder dialogue
Getting a meaningful handle on stakeholder needs and expectations calls for open, two-way, transparent dialogue conducted through institutionalised channels.
The CSR Management System envisages two kinds of channel for this communication: those which identify stakeholders’ needs (upward channels) and those used to inform stakeholders of the actions taken in response (downward channels).
Upward channels
Suppliers
- Interviews
- General mailboxes
All stakeholders
- Through the Governing Bodies on which they are represented.
- External Corporate Social Responsibility mailbox
- Your Opinion survey included in the Corporate Social Responsibility Report
x
Participation in committees
Participation of Group professionals in representative committees such as Health and Safety
x
In-house and external studies
In-house and external studies to ensure the relevance of the Obra Social offering and identify the social demands of its stakeholders. A Demand Observatory was created in 2006 as a platform for the permanent sounding of social demands.
x
Satisfaction surveys
Soundings are taken on all the channels customers use for their dealings with Caja Madrid, and also on the products involving most contact with customers.
x
Línea Personas
Telephone help line for Caja Madrid professionals.
x
Interaction with agencies and/or institutions
Interaction with agencies and/or institutions as part of an ongoing process of dialogue and cooperation.
x
Customer Care Service
A functional structure created to hear and resolve on customer claims and complaints.
x
Participant/Beneficiary satisfaction surveys
Satisfaction surveys for participants/beneficiaries of the Obra Social nature and environment programme.
x
e-personas
Two-way communication channel via intranet or Internet.
x
Participant/beneficiary satisfaction surveys
Obra Social and Fundación surveys of social project participants/beneficiaries so they can express their degree of satisfaction and make suggestions.
x
"Your Idea Counts"
Channel for customers’ suggestions with prizes for participating.
x
Human Resources team
Decentralisation of the Human Resources function. The deployment of HR officers to different work centres assures a more flexible, personalised response to staff demands.
x
Reports and research
Reports and research supported by Obra Social and the Fundación, which bring to light real situations of social need.
x
Focus groups
Organised with groups of customers prior to the launch of certain products.
x
"Improvement Ideas"
A staff suggestion scheme with prizes for the best ideas.
x
Participation in discussion groups, conferences and workshops
Participation in discussion groups, conferences and workshops at which social topics are discussed.
x
Customer Care Service
Relaying claims and complaints of an environmental nature to the Environmental Management and Maintenance Department.
x
Perception surveys
Perception surveys on critical services for the Organisation’s activities.
x
Enquiries mailbox
Enquiries mailbox on the Obra Social and Fundación portals where users, customers and the public at large can express their interests, wants and preferences.
x
"Your Opinion Counts" climate survey
A climate survey whereby Caja Madrid professionals express their degree of satisfaction with the organisation and offer their comments and suggestions.
x
Environmental management mailbox
An employee interface with the Organisation for matters of environmental interest, where they can state their views or put forward improvement suggestions that contribute to the betterment of our environmental performance.