Continuous improvement

A cornerstone of Caja Madrid's commitment to continuous improvement is how seriously we take complaints, claims and suggestions, which we regard as a valuable source of information straight from our customer base.

Shine David García MartínBranch 4400

Part of the mission of the Customer Care Service (CCS) is to study the handling of every claim to make sure that Caja Madrid has fully respected the rights and interests of claimants, and the letter and spirit of our commitments to them.

The CCS informs the rest of the organisation on all operational and commercial incidents brought to light in the claims so that they are taken into account in our efforts to continuously improve service quality. Read more

In 2008, an average of one claim was received for every 140,000 operations carried out. Notably, only 3.5% of the complaints received were later taken to supervisory authorities, a testament to the high level of acceptance shown by claimants of the responses offered by Caja Madrid.

Suggestions received from customers are considered in the design of our process, whenever possible and advisable, and managing suggestions well is another dynamic contributor to furthering excellence in our services. Since 2003, “Your Idea Counts” has served as a channel for active dialogue with customers. To date some 1,000 prizes have been given to the more than 8,500 suggestions received under the programme.