SUSTAINABILITY
Declaration
For banking institutions in Mexico, sustainability is the fundamental condition that allows for sustainable long-term growth. By contributing harmoniously to economic, social, and environmental development, we meet the needs and expectations of our stakeholders. In this way, we generate social, economic, and human value and foster the general welfare of the society to which we belong.
Sustainability Model
We keep investing and innovating to meet the needs of our stakeholders
Each banking institution has its own initiatives and communication, advertising, and marketing strategies to establish contact with different groups and to understand and satisfy their expectations.
The frequency with which the different groups of stakeholders are attended varies greatly, from daily to quarterly or even twice or once a year.
Practices aimed at evaluating and maintaining customer satisfaction
Periodical surveys are part of a comprehensive strategy to measure customer satisfaction.
Periodical surveys are part of a comprehensive strategy to measure customer satisfaction. Information is obtained from sources such as emails, call centers, reports submitted to the Specialized User Attention Units, random calls to customers, market surveys, social networks, and focus groups.
Customer satisfaction surveys in banking institutions in 2012 showed a high level of satisfaction, a low average of complaints, and a keen interest on the part of the banks in offering better services.
The following are some of the results of specific surveys:
·A survey aimed at savings promoters showed 87% capturing of funds. Satisfaction with products was
88%, with servicereceived 88%, and with loans 85%.·Customer satisfaction was analyzed through 10% of complaints selected at random to evaluate
solution levels. ·A high level of satisfaction with service received from branch executives and call center staff.
·Implementation of written questionnaires to provide better service and follow-up on complaints and
suggestionsThe analysis of results has allowed us to make changes and undertake actions to improve customer service, develop new services in accordance to their needs, and so maintain customer loyalty.