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).
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Participation of Group professionals in representative committees such as Health and Safety.
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Línea Personas: Telephone help line for Caja Madrid employees.
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e-personas portal: Two-way communication channel via intranet or Internet.
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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.
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“Improvement Ideas”: A staff suggestion scheme with prizes for the best ideas. In September 2008 this programme was replaced by the Innovation Factory initiative.
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Perception surveys on critical services for the Organisation’s activities.
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“Your Opinion Counts”: a climate survey in which Caja Madrid employees express their degree of satisfaction with the organisation and offer comments and suggestions.
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In-house and outside 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.
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Interaction with agencies and/or institutions as part of an ongoing process of dialogue and cooperation.
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Obra Social and Fundación surveys of social project participants/beneficiaries so they can express their degree of satisfaction and make suggestions.
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Analysis and research supported by Obra Social and the Fundación to bring light to bear on pressing social needs.
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Participation in discussion groups, conferences and workshops at which social issues are discussed.
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Enquiries mailbox on the Obra Social and Fundación portals where users, customers and the general public can voice their interests, concerns and preferences.
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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.
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Customer Care Service: A functional structure created to hear and resolve on customer claims and complaints.
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“Your Idea Counts”: Channel for customers’ suggestions with prizes for participating.
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Focus group: Organised with groups of customers prior to the launch of certain products.
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Satisfaction surveys for participants/beneficiaries of the Obra Social nature and environment programme.
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Customer care: Relaying claims and complaints of an environmental nature to the Environmental Management and Maintenance Department.
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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.