>Fair and clear relations with customers
The following is a list of case studies from ESBG members on the implementation of this Charter principle. The case studies are listed by country in alphabetical order.
France
French Savings Banks: A strong cooperative identity: a privileged relationship with cooperative shareholders who are also customers
At the end of 2016, Caisse d’Epargne had nearly 4.8 million cooperative shareholders, the majority of them individual customers. Cooperative shareholders are represented by 228 local savings companies (LSCs), which form an intermediate layer that helps strengthen each bank’s local roots and relationships.
France
French Savings Banks: Quality Assurance
The Caisses d’Epargne has put customer satisfaction at the heart of its strategy. To deliver on this commitment, it has put mechanisms in place to measure the quality of customer relationships in a way that is aligned with its identity and distinctive characteristics.
Germany
Sparkasse Taunus: Unternehmer-Blick “Dialogue as a source of inspiration”
Sparkasse Taunus launched the initiative “An entrepreneur’s view” in order to obtain a clearer idea of customers’, especially SMEs’, expectations towards a savings bank. The findings of the round table discussion are used to improve customer satisfactions as they give rise for the development of new financial products, tailored according to customers’ needs. Hence, the initiative simply follows the principle: only those who make their customers strong will be made strong by their customers.
Norway
The Norwegian Savings Banks Association and fair and clear relations with customers
The Norwegian Savings Banks Association is promoting fair and clear relations with customers through a number of tools, such as an authorization scheme for financial advisers, a Code of Conduct for Financial Advisers, the appointment of two Committees within Finance Norway to improve standard contracts, and the issuing of Guidelines on CSR.
Portugal
MONTEPIO: proper and transparent relationship with customers
MONTEPIO, founded in 1840, is a Portuguese mutual association known for its recognized solid brand, for its historical foothold on mortgage and credit to real estate developers, as well as for promoting social well-being and values. MONTEPIO makes a great effort to achieve one of the highest ratings in quality perceived by our customers.
Spain
Bankia Contract Simplification
This project results from actively listening to the branches. 195 contract models have been simplified affecting 1,028 products.
Spain
Bankia Responsible Management Committee
Bankia Responsible Management Committee was created at the end of 2014, which includes among others, the functions of defining, implementing and supervising Bankia’s responsible management policy, in addition to taking the necessary decisions to help fulfil the company’s strategy in this field.
Spain
ABANCA financial product quality certification and transparency
The financial product quality certification recognizes ABANCA’s commitment to offer its customers a transparent and innovative service
Sri Lanka
Customer Charter
NSB published its Customer Charter to provide its services in an efficient manner and to create a customer friendly environment.
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