Sales practices and customer satisfaction
The topic addresses transparency in business practices and clear communication of product and service conditions, including training of bank correspondents on the topic and issues related to customer satisfaction and experience of the product/service provided.
Impacts
Credibility in the use of personal data
|
Classification Positive or Negative |
Event Potential or Actual |
For negative impacts Activity, production chain process or business relationship that causes the impact |
Resources/Stakeholders Affected |
|---|---|---|---|
| Positive | Actual | - | Community, employees, company and suppliers. |
Quality and credibility of customer service
|
Classification Positive or Negative |
Event Potential or Actual |
For negative impacts Activity, production chain process or business relationship that causes the impact |
Resources/Stakeholders Affected |
|---|---|---|---|
| Positive | Actual | - | Community, employees, company and suppliers. |
Financial impact on the client
|
Classification Positive or Negative |
Event Potential or Actual |
For negative impacts Activity, production chain process or business relationship that causes the impact |
Resources/Stakeholders Affected |
|---|---|---|---|
| Negative | Potencial | For inadequate sales practices employed by third party companies/bank correspondents. | Community. |
Increased vulnerability to data theft, scams and fraud
|
Classification Positive or Negative |
Event Potential or Actual |
For negative impacts Activity, production chain process or business relationship that causes the impact |
Resources/Stakeholders Affected |
|---|---|---|---|
| Negative | Potential | With the increase in cybercrime, the need to adapt to the new reality of hybrid working arrangements (implementation of teleworking and Home Office), during some stage of the customer service process. | Community, employees, company and suppliers. |
Financial loss due to lack of customer service support
|
Classification Positive or Negative |
Event Potential or Actual |
For negative impacts Activity, production chain process or business relationship that causes the impact |
Resources/Stakeholders Affected |
|---|---|---|---|
| Negative | Potential | Lack of support from customer services. | Community, employees, company and suppliers. |
Impact from delinquency
|
Classification Positive or Negative |
Event Potential or Actual |
For negative impacts Activity, production chain process or business relationship that causes the impact |
Resources/Stakeholders Affected |
|---|---|---|---|
| Negative | Actual | Failure to assess the specific concession rules. | Employees, company and suppliers. |