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Legenda. Objective:
 | | fully achieved |  | | partially achieved |  | | not achieved | |
The transparency and appropriateness of the products and services supplied | | | | |  |
Adequate responses to the needs of families and small-to-medium sized enterprises to overcome the difficulties of the economic crisis in progress | | | | |  |
Pursuit of excellence in the quality, innovation and value for money of products and services and in commercial action that is designed to meet the real needs of customers | | | | |  |
Customer satisfaction surveys fully phased in | | | | | |
Start up of an action plan to capitalise on the strengths and to intervene on areas requiring improvement that emerge from the customer satisfaction surveys | | | | | |
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Implementation of commercial and credit policies attentive to important social and environmental issues (e.g. social inclusion and over-indebtedness, climate changes)
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Stronger ties with the community through:
- increased support for small-to-medium sized enterprises, by improving sector specific products and relations with trade associations and guarantee bodies;
- service models designed to support growth in the third sector and the integration of immigrants;
- the development of micro-credit for households and businesses to encourage social inclusion and increased employment
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The development of consultation and dialogue initiatives to improve the ability to meet the actual demands of each customer segment and to develop relations with consumer associations, including through nationally reached agreements in the sector
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Promotion of financial culture and access to banking services for young people, through the use, amongst other things, of dedicated commercial initiatives
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Constant improvement of the accessibility and security of branches and direct channels for all customers, including with regard to the problems of disabled persons | |
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