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Improvement aspiration
The continuous improvement of service quality is a key priority for Caja Madrid. It accordingly sees the complaints and suggestions made by its customers as an invaluable source of direct, from-the-ground information. Suggestions management is another aid to excellence, and every effort is made to put the best ideas into practice. Caja Madrid customers can make their complaints, claims and suggestions through the following channels:
- The Customer Care Service undertakes to a) hear and resolve on claims and complaints presented by clients who feel that Caja Madrid has failed in some obligation with regard to transactions, agreements or financial services rendered, and b) convey recommendations and suggestions to the Caja Madrid management team on ways to further good relations and mutual trust.(Customer care service). Of all the cases heard in 2007, only 2.5% were subsequently taken to the Bank of Spain Complaints Service, indicating that customers were generally content with the solutions offered by the Customer Care Service. Moreover, the complaints filed were resolved in an average of 15.5 days even though the law allows up to 60 days.
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"Your Idea Counts" is a permanent dialogue channel through which customers can participate in the continuous improvement processes by telling us about the Caja Madrid they would like to see. To date, 800 prizes have been distributed among the more than 6,500 customers entering over 7,000 suggestions to the scheme.