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Sustainability Report 2008of management processes). In theAnonymous Customer’s evaluations oftelephone services, from 2004 to 2008,the annual average grade increased 70%,while in the Anonymous Customer’sevaluations of on-site service, theannual average grade increased 29%from 2005 to 2008.In December 2008, as an innovativeaction in the market, Bradescoperformed the pilot test of the On-SiteAnonymous Customer – Accessibilityat Branches in Greater São Paulo,including visits by the hearing- andvisually-impaired and wheelchair users,evaluating compliance with servicestandards and accessibility issues, aswell as service rendered. This processwill continue in 2009 to improve servicesand management processes.Continued improved managementThe continuous pursuit of improvedservice quality is reinforced in the newRetail Management Model createdin 2008. This new model, resultingfrom a customer satisfaction survey,incorporates new service practices, inaddition to providing for the remodelingof Branches and technologicalinnovations for prompter service. Themodel has already been implementedin 292 Branches and in the short term,another 533 will be adapted to complywith this new model.Employee training is important toconsolidate service quality programs,an indispensable factor to earn, retainand build customer loyalty. In 2008,more than 45 thousand employees tookpart in on-site training related to thisissue, including clerks and assistants ofmanagerial areas.The courses cover behavior and businesspractices, communication, personalmarketing and Brazilian Sign Language(Libras). In order to improve customersatisfaction, we focus on ethics, respectand transparency as values when buildinga longstanding relationship, encouragingemployees to exercise service quality asa merit, by incorporating the “serve thecustomer” cause.Employees also receive an instructionmanual called “Service Quality,” whosecontent consolidates the Bank’s servicestandards, the “open doors” culture, theOrganization’s Code of Ethical Conductand the Consumer Defense Code.Communication with customersWe maintain structured means ofcommunication with customers, suchas direct mail, notices, advertisingcampaigns and even bank statements.Sent regularly, bank statements areconstantly monitored to facilitatecustomer understanding and followupon their operations with the Bank.The Braille bank statement, an optionfor visually-impaired customers,broadens the comprehensive nature ofinformation disclosure.At (www.bradesco.com.br), customersfind alternatives like the BradescoMedia Center, where the Bank’s videosand campaigns may be accessed, aswell as videos about the Organization’s40vFor further information aboutcustomer service, click here
meetings and presentations; theEconomia em Dia on-line newspaperfocused on economic news; and TVHome Broker Bradesco, with financialmarket news and articles, among others.Alô Bradesco, Fale Conosco(Contact Us) and OmbudsmanThe Bank has made Alô Bradescoavailable to cancel products ands e r v i c e s a n d f o r s u g g e s t i o n s ,compliments and complaints. Evenbefore the implementation of theConsumer Defense Code in 1990,Bradesco had already created AlôBradesco/SAC – Call Center in 1985,to give customers and users of bankproducts and services a voice. Thiswas the financial market’s firstcommunication channel for receivingcustomer comments and complaints.First, Bradesco’s customers have twoways of communicating with the Bank.One of them is Alô Bradesco, whichreceives customer comments andresponds to them within no more thanthree days.The other is Fale Conosco via the Internet,available at www.bradesco.com.br. Bothof them are considered first-level servicechannels that in 2008 responded to106,911 phone calls and 62,425 e-mails.There are also specific call centerstargeting certain products and services.A quarterly customer satisfaction surveyis conducted via telephone to evaluatethe services of Alô Bradesco and FaleConosco, selecting a sample of 3% ofShould the customer wish to proceedwith the clarification process or reviewthe guidance and solutions given tohis or her complaints made throughthe first-level service channels, he orshe may contact the Ombudsman, anoffice created in 2005 that is in chargeof centralizing complaints for the entireOrganization, at the second level. Thesecond level service of the Ombudsmantotal complaints. Relationship channel with customer was created in 1985For further information on Communicationv with Customers, visit our Social-Environmental Responsibility Web site –www.bradesco.com.br/rsa
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Page 35 and 36: November 2008 as as a voluntary ini
Page 37 and 38: In 2008, we started a process thats
Page 39: CustomersOur basic guideline is to
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Page 45 and 46: Customer SecurityInformation about
Page 47 and 48: Staff DistributionBrazil❖ Employe
Page 49 and 50: Attracting and retaining talentThe
Page 51 and 52: the banking system for employees wh
Page 53 and 54: Training courses promote profession
Page 55 and 56: inclusion, technological advances,
Page 57 and 58: SuppliersFor the Organization, effe
Page 59 and 60: participated in the 6 th Meeting, l
Page 61 and 62: Besides the Bradesco Volunteer Prog
Page 63 and 64: NGOsBradesco maintains constant dia
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Page 67 and 68: Goals and Objectives of 2008Reduce
Page 69 and 70: The main goal of Bradesco’s priva
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Page 73 and 74: Forming citizensCreated in 1956, th
Page 75 and 76: Fundação AmazonasSustentável (FA
Page 77 and 78: Fundação SOS Mata AtlânticaSince
Page 79 and 80: SponsorshipsOwn fundsThrough incent
Page 81 and 82: tabulated and assisted in the prepa
Page 83 and 84: Comments and ComplaintsChannels use
Page 85 and 86: FleetVehiclesProprietary Leased2007
Page 87 and 88: 5 - Employee indicators 2008 2007Nu
Page 89 and 90: GRI DescriptionAnswerCommitments to
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Statement of AssuranceBradesco h a
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non-financial indicators establishe
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Sustainability AcknowledgementsMain
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Additional Contents 2008The Challen
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Additional Contents 2008Parameters
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Additional Contents 2008Insurance f
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Additional Contents 2008Environment
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Additional Contents 2008Special Pro
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Additional Contents 2008Attracting
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Additional Contents 2008Social serv
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Additional Contents 2008TrainingWe
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Additional Contents 2008TreiNetSinc
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Additional Contents 2008Periodic me
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Additional Contents 2008Improved Su
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Additional Contents 2008Inventory a
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Additional Contents 2008Eco-Efficie
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Additional Contents 2008Courier, Ca
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Additional Contents 2008New sustain
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Additional Contents 2008Projects Sp
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Additional Contents 2008trees as of
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Additional Contents 2008Sponsorship
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Additional Contents 2008GRI Indicat
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Additional Contents 2008Ecoefficien
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Additional Contents 2008trations an
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Additional Contents 2008Keris - Gov
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Additional Contents 2008HR8 - Perce
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Additional Contents 2008Charter of
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Additional Contents 2008Code concer
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