SuStainability report - SocialFunds.com

Sustainability Report 2008polling institutes. The main objectiveis to evaluate customer satisfactionat points of contact, comprisingservice, relationship, convenience,management and team, call centers,Branches, Internet Banking, safety andconfidence in the institution. With thesurvey results, we can develop specificstrategies for each segment and thusincrease the Organization’s customerloyalty index. In 2008 more than 6thousand customers were surveyed.Survey results have been highlightingas Bradesco’s strengths factors suchas a broad portfolio of products andser vices, an extensive CustomerService Network, safety and thereliability that the Bank conveys. Asmain issues for improvement, resultspointed to services rendered byemployees and the relationship withmanagement and teams. In order toimprove these areas, several trainingworkshops have been developed,besides process and system changes,t e c h n o l o g i c a l i n n ov a t i o n s a n dadjustment in teams related tocustomer portfolio management.Annual survey of general corporate satisfaction. by segment*2007 2008SegmentSample(thousandpeople)Generalsatisfactionindex (0 to 10)Sample(thousandpeople)Generalsatisfactionindex (0 to 10)Retail (individual) 4,040 8.42 4,007 7.91Retail (corporate) 414 8.51 399 8.24Prime 1,200 8.77 1,612 8.63Companies 400 8.25 400 8.36Corporate 210 8.24 203 8.25Overall total 6,264 6,621* Except for Bradesco PrivateSource: Instituto TNS InterScienceBank Self-Regulation SystemIn January 2009, the Federation of Brazilian Banks (Febraban) implemented theBrazilian Bank Self-Regulation System, to improve the service standards and increasethe transparency of processes to the benefit of customers and other users, thuscontributing to an improved national banking system. Banks’ adhesion to the Systemis voluntary and Bradesco adhered as soon as this system was launched. The mainthemes evaluated are: services; supply and advertising; contracting services; movingchecking accounts; closing accounts; credit; confidentiality and safety. Febrabanregularly analyses the ombudsmen’s reports of participating banks and then issuesprocedures that provide more consistent treatment for each question or suggestion.44