Opinion on CaixaBank: “The bank that listens and analyses”

26 jun 2023
2 Min. de lectura

Moneygrabbers suspects that some spectacularly bad CaixaBank online opinion poles may have bad directors, such as Iván Masip Bes, to blame. One particularly disgruntled CaixaBank customer wouldn’t be surprised to hear it, anyway.

Moneygrabbers has checked out several online opinion postings. At the time of writing, HelpMyCash post votes from 4540 people, 90,2% gave CaixaBank the worst possible rating. Trustpilot posts 1460 opinions, 96% of which are the lowest possible rating.

Perhaps a more serious source would be the OCU, Spanish Users & Consumers Organisation, which places CaixaBank in 49th place on the list of 56 Spanish Banks. Only four banks are specifically mentioned by OCU as problematic in terms of satisfaction and CaixaBank is one of those, where 55,2% of customers suffered problems with them. Masip’s uselessness apparently permeates the entire institution.

As mentioned in another Moneygrabbers publication, Customer Service and Customer Satisfaction is something that most large companies strive for and CaixaBank is theoretically no exception. Their “Listening & Customer Experience Analysis Model” (link) would even suggest that it’s part of CaixaBank’s strategic plan for this and the coming year. Seriously?

But, in all honesty, how can CaixaBank even pretend to be interested in customer satisfaction? Why even bother with a Customer Service department? I am an extremely dissatisfied CaixaBank client and no one is apparently in the slightest bit interested. It’s the typical façade. One hand waves a flag saying “of course we want you to be satisfied”, the other grabs out for extra commissions you never agreed to and tells you that the only way they’ll pretend to help is if you jump through their hoops and keep quiet about it.

Sorry, but if it’s CaixaBank’s fault, they need to solve the issue - in public if necessary. Do it well and you’ll maybe actually generate some positive reviews.