SuStainability report - SocialFunds.com

CustomersOur basic guideline is to be an “opendoor” Organization, available toall Brazilians, customers and noncustomersalike.Concerning customers, we operateunder the market segmentation conceptso that we are able to provide servicesand solutions compatible with eachsegment. For individuals, we have theRetail and Prime segments (customerswith monthly income above R$ 4thousand or investment exceeding R$ 50thousand) and Private (customers withminimum investments available of R$ 2million). For corporations, we have theRetail (annual sales up to R$ 30 million),Bradesco Empresas (annual salesbetween R$ 30 million to R$ 350 million)and Bradesco Corporate segments(annual sales exceeding R$ 350 million).Our objective when serving eachcustomer is to be their “first bank,” orthe first choice of those seeking bankingservices, thus, opening new possibilitiesfor opening accounts and new businessopportunities, as well as facilitatingbanking inclusion.According to the premises of bankinginclusion, it is more important thatpeople use the Bank’s services thanbecome account holders.We maintain a Ser vice QualityBank services for all customer profilesManagement area that is also certifiedby ISO 9001:2000. The service qualitymanagement of Bradesco Retail occursby means of structured processes,preventive and corrective actions withthe participation of regional qualitymanagers who analyze and monitorthe Branches’ performance, as well aswith the support of the AnonymousCustomer (an anonymous person hiredby the Bank who visits Branches orcontacts them via telephone to evaluatecompliance with service standardsand the service rendered, whichcontributes to continued improvementGeneration of value for customers2006 2007 2008Service Stations* (Bradesco and third parties) 33,638 29,982 38,183Retirees and pensioners – INSS/month 4.7 million 4.9 million 5.1 millionINSS Benefits R$ 28.8 billion R$ 32.9 billion R$ 35.7 billionMunicipalities with a single bank 1.7 thousand 1.7 thousand 1.9 thousandDebit and credit cards (including Private Label) 57.9 million 70.5 million 81.7 millionCredit portfolio R$ 96.2 billion R$ 131.3 billion R$ 173.4 billionRemittances from Brazilians livingabroad (via agreements)US$ 512 million US$ 617 million US$ 713 millionInvestments in infrastructure, ITand telecommunicationsR$ 1.8 billion R$ 2.1 billion R$ 2.7 billion* 2006 and 2007 amounts were adjusted to include all external service stations.