Service quality

Promoting the use of quality management systems

Promoting the best practices and the use of quality management systems, the involvement of employees through teamwork, information flow, internal communications, training, and recognizing achievements.

Excellence in management through process orientation

Implementing actions to promote a culture of continuing improvement and excellence in process management to increase competitiveness and create value.

Understanding the customers’ needs and increasing their satisfaction

Identifying our internal and external customers’ expectations and needs so as to deliver completely satisfactory, quality services.

Our Quality Policy demonstrates our commitment to continuing improvement and excellence in the management of processes and services as these are the levers required in order to offer quality services, by promoting the best practices in our management systems, finding out the expectations of our internal and external customers, and driving improvement actions. To draw up and review the policy, both the bank’s mission and vision, and its Strategic Plan were taken into account and it rests on the three pillars mentioned above.

• Whave increased the number of tracking indicators to reflect the customers’ satisfaction and recommendations

• We ensure that processes and ways of acting are standardized

• We ensure that the ethical principles of service provision and customer support are upheld

• We encourage teamwork to bring about clear improvement in the services provided

• We guarantee the competence and experience of our managers in providing services

• We emphasize the roll-out of objectives that are in line with the strategy

• We improve the customer value proposition