Informe_Anual_Cecabank_2016_ENG

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Internal processes
Balanced scorecards of the certified service’s indicators are being adapted to
the new requirements of ISO 9001:2015, and to new processes that have been
introduced such as Phase I of the Securities Reform.
Customer satisfaction
Every year Cecabank measures the satisfaction of both its external and inter-
nal customers. This was reviewed as a result of the 2013-2016 Strategic Plan
and a questionnaire was added to the process.
Satisfaction indicators have been included in commercial presentations, and
an indicator has been added to measure the level of our customers’ likelihood
to recommend: more than half of those polled would recommend Cecabank
In 2016 183
customers were
consulted, and we
received an average
satisfaction rating
of 8.5 and 8.6
recommendation rating.
82%
85%
92%
58% Customers declare to be
Cecabank subscribers
Our customers
value us
And they
recommend us too 8.5
8.5
8.3
8.8
8.5
8.5
Quality
Satisfaction Survey results Customer Satisfaction 2016
Overall
satisfaction
The team’s
technical ability
Knowing what
you need
Technoloy to support
businesses
Our portfolio
CECABANK
AVG RATING
I RECOMMEND
ITS SERVICES
8.6
of customers gave the
highest level of satisfaction
of customers think
it is very easy to do
business with Cecabank
of customers
continue to contract
our services
Improve expectations
Cecabank aims to listen to customers, and exceed customer expectations,
and incorporate their opinion, evaluating and implementing their sugges-
tions. With this objective in mind, Cecabank encourages an active dialogue
with its customers.
In 2016 focus groups were held with different customers to design action
plans based on their requirements.
Cecabank 2016 Annual Report Page. 38
03 CORPORATE CULTURE
3.1
3.2
3.3