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Over the course of its 82 years, the Company has remained true to this profound sense of its Social Responsibility, as expressed in 2007 when we drew up a Code setting out the ethical principles which define us: "Customer satisfaction is the basis and foundation of Crédito y Caución's operations, offering a high-quality, innovative service", according to the first of those principles. In 2010, Crédito y Caución commissioned an independent provider to undertake a satisfaction study which involved 1,584 of the Company's customers. Aspects such as personal attention and professionalism were given very positive ratings. The overall rating of 3.8 out of 5 indicates a high level of customer satisfaction. This service vocation is based on two pillars. One of these is technology. Its calculation capacity acts as a lever on the experience and knowledge of our analysts, exponentially increasing the speed with which we respond to our customers' requests. In 2010, Crédito y Caución settled 85% of rating applications tied to credit insurance and 97% of guarantees associated with surety insurance within 24 hours. Our insureds have unrestricted access to the individuals responsible for taking decisions about their portfolio. The second pillar of our Social Responsibility towards our insureds takes the form of the people in a position to respond to their queries. We have a profound belief in the human factor, beginning with our network of agents, highly specialised professionals with thorough knowledge of the insurance sector and very keen on championing the interests of the insured. Our commitment is clear: all of our insureds, in person or through their agent, must have unrestricted access to the individual directly responsible for taking decisions about their customer portfolio. In 2010, Crédito y Caución analysts dealt with more than 165,000 calls and 200,000 e-mails connected with their decisions on the credit risk of the companies with which our insureds close deals. If the analyst who took the decision is not available, the call is not referred to a machine but to the Risk Handling Service (Spanish acronym: SAR). This ancillary service, made up of skilled, trained staff, received almost 68,000 customer requests in 2010, 89.5% of which were resolved directly. The Customer Care Service (Spanish acronym: SAC) is the final piece in Crédito y Caución's customised service model. It takes direct calls and handles any call which could not be dealt with by Crédito y Caución's other departments and branches. The service dealt with close on 160,000 queries in 2010, mainly focusing on the way in which the Company's technology platforms operate, dealing with queries about policy procedures or requesting information on the status of a claim, settlement or recovery procedures. Its staff dealt directly with 99.5% of queries. Lastly, the Customer Service Department (Spanish acronym: DAC), part of the Legal Advisory Service, receives claims and complaints processed in accordance with the Company's Customer Protection Regulation. Over the course of 2010, it received 20 written submissions. In ten cases, an analysis and judgement on the central issue raised was required, while in four a ruling was issued wholly or partly upholding the claim. |
Presentation
Government Contract
