HIGHLIGHTS
Customer Centricity	Transparency on digital channels	Innovation technology and cyber security	Over 1,000 “mobile” consultants to provide services in remote areas	Ensuring protection of personal data

 
A core element of the Group’s strategy is a total commitment to constantly improving the quality of the products and services it provides to its customers. The punctual monitoring of the quality delivered and perceived by customers, in both relational and transactional terms, is the tool the Company uses to optimise its operational activities, thereby ensuring the provision of products and services with high quality standards. The Group has reached the level of improvement of approximately 81% in customer experience results for 2018 (up 3%), compared to the figure of approximately 79% in 2017.