MONTEPIO makes a great effort to achieve one of the highest ratings in quality perceived by our customers. MONTEPIO uses warranty service procedures for its customers, such as "Mystery Customer" to ensure the quality of service for customers and the training of our employees.
On the other hand, MONTEPIO incorporates into its structure a complaints management function: The Client Office of Attorney develops its activity according to the following methodology:
- Reception and registration of complaints;
- Collection of information relevant to the examination and investigation along the organic unit involved, the motives and circumstances in which the acts were committed ;
- Analysis and appropriateness of the complaint;
- Written answer to the Client and Supervisor.
MONTEPIO has a specific information system for management and monitoring of the grievance process, which enables MONTEPIO to produce reports that ascend to the Management Board and all internal organic areas. Ongoing monitoring also allows for pedagogic preventive actions .
MONTEPIO responds to its customers in writing within the delay of 12 days, which is below the period required by national supervisory authorities that stands at 20 days.
Following best practices, MONTEPIO communicates in plain language adjusted to the client’s level of understanding.
MONTEPIO is committed to being open and transparent regarding the challenges faced by its business. Therefore, MONTEPIO releases, every six months, a survey in order to listen to what its customers think about the quality of the service, measuring satisfaction and helping MONTEPIO to meet its customers’ needs.
For the members of the Mutual Association MONTEPIO releases every year a survey to evaluate their needs and satisfaction towards services and products.
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