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Business model

Annual Report Bankia 2016 /

Business model

The main characteristics of Bankia’s business are customer focus, segmentation and multichannel distribution. The goal is to provide a service that is close to customers, professional and tailored to customers’ needs at all times.

  • 87.3%Satisfaction index-individual customers
  • 95%Satisfaction index-business customers
  • 3.3 MillonesCustomers with fee exemption