AENOR has recognised Ibercaja in accordance with the UNE 16880 standard of Service Excellence, certifying the Customer Experience model in the Personal Banking segment. This certification aims to design and implement improvements in service, to create exceptional customer/user experiences and to exceed the expectations created. Through a system known as a journey map customer' contact points are developed with care and administrative services, and assesses their experience in the various services received.
Ibercaja thus becomes the first financial institution to receive this certification in Spain.
The process carried out demonstrated the integration of the management system for excellence in customer service throughout the organisation, both at management level as well as the service provided the personal banking managers.
Ibercaja is pursuing its objective of achieving excellence in relations with its customers, both in person and remotely, through a business model characterised by its proximity, personalisation and specialisation.
Angel Luis Sánchez Cerón, Director of the AENOR in the Mediterranean Region was responsible for handing this new certification to Nacho Torre, Director of Marketing and Digital Strategy at Ibercaja, at the bank's head office in Zaragoza.
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