Credit institutions reiterate their commitment to maintaining savings accounts for the 65+ age group

AEB, CECA and Unacc present the annual report on the monitoring of measures aimed at improving personalised customer service to the elderly and the quarterly report on financial inclusion in rural Spain

The banking associations have detailed the extensive series of measures adopted by the sector to improve customer service for the 65+ age group and people with disabilities, at the meeting held today with the Vice-President and Minister for Economic Affairs and Digital Transformation, Nadia Calviño. Also present at the meeting were the governor and deputy governor of the Bank of Spain, as well as consumer and senior citizens' associations.

They also reiterated their commitment to maintaining savings accounts for the 65+ age group.

The annual report on monitoring personalised customer service to the elderly reflects the significant efforts undertaken by the banking sector and its firm commitment towards financial inclusion, which is embodied in specific actions, which include the following:
- 6.3 million people over 65 years of age have benefited from the extended teller service hours in branches, from 9 a.m. to 2 p.m., which represents 81% of the total number of branches.
- 2.4 million calls have been serviced through a personal account manager.
- 70,000 bank employees have received specific training to offer customer service tailored to the needs of the elderly.
- 91% of ATMs and more than 80% of websites have been adapted with simplified views and menus.

This meeting is part of the active listening and dialogue process that the banking associations have been engaged in with consumer and senior citizens' associations, as well as with the public administrations, in order to continue to improve personalised customer service.

In addition, the banking associations have commissioned a satisfaction survey to measure the degree of acceptance of the measures implemented. According to the Inmark survey, more than 70% of the elderly are satisfied with the banking service received through the different channels.

The sector has also presented the quarterly financial inclusion monitoring report. It shows that more than 70,000 people living in 79 municipalities with more than 500 inhabitants in rural Spain who did not previously have a physical access point to financial services now do. The goal is to achieve 100% financial inclusion by the end of the year.

In order to improve awareness of these personalised customer service measures, the sector has declared that it is determined to implement new communication actions. In addition, the sector will reinforce digital literacy and financial education programmes geared towards the elderly.

Download the monitoring report of the customer service measures for the elderly

Download the financial inclusion monitoring report prepared by the IVIE