Costumer relations and satisfaction
Transparency in communicating the terms and conditions of products and services, with clear sales practices, including training for banking correspondents on this topic.
|
Material topics |
GRI Indicators |
Impacts |
Resources / stakeholders affected |
|---|---|---|---|
| Customer Relations and Satisfaction |
GRI 3: Material topics 2021 GRI 417: Marketing and labeling 2016 |
We have recorded a positive impact related to the quality and credibility of customer service, reflecting efforts to enhance customer experience, strengthen trust, and uphold our reputation among consumers and regulators. Notable outcomes include increased customer loyalty, reduced delinquency, and fewer cancellations, thanks to transparent business practices, appropriate sales processes, and clear, inclusive digital journeys. Similarly, negative impacts may occur, such as an increase in delinquency and contract cancellations. Additionally, there may be an increase in complaints, regulatory sanctions, and heightened financial vulnerability among vulnerable groups due to improper loan agreements resulting from inadequate communication with the customer segment—digital or physical—and failures in controls. | Customers; regulatory agencies; Company operations |