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Social capital

What does social capital mean to us?

Social capital is based on relationships with the environment, adherence to common norms and confidence inspired this way. Careful attention devoted to relationships bolsters people’s confidence in financial institutions. This, in turn, increases the mutual willingness to cooperate, the effectiveness of such cooperation and the resulting openness of clients to new products and services. Social capital, therefore, tough intangible in its nature, produces specific positive financial consequences for mBank.

We are aware that nowadays the quality of relationships, social confidence in a brand and its strong link to positive emotions translate directly into financial results.

This is one of the reasons why we exercise special care when it comes to social capital. It is clearly visible in our mission and value statement which puts the client in the centre of attention. We treat our clients as the individuals they are and see them through their individual needs, emotions and expectations. With our clients we create relationships that best suit their needs. To us social capital means confidence, which is a currency equally important as money.

We know that it is confidence that encourages our clients, not only individuals, to entrust their money to us and use our lending services. This applies also to large corporations or public sector entities, including local governments. Social capital, therefore, forms a basis for new business and social ventures, investments and infrastructure facilities used by the society as a whole. They contribute to economic growth of the country, which is beneficial to households’ budgets and the general comfort of living.

How do we manage social capital?

  • We label our products responsibly. This results straight from our mission statement (especially from slogans such as “To help. Not to annoy”) and ethical values such as client-centricity and simplification.
  • We have been keeping a central Products Catalogue in which every product type has its own Product Card featuring detailed information such as: product description, pricing rules, target client group, product security, limits, risk profile and titles of internal regulations governing a given product. All this serves the purpose of providing responsible product information and builds confidence among clients, which underlies social capital.
  • We simplified agreements – Action-Renovation (“Akcja Renowacja”). Agreements signed with mBank must be comprehensible to clients. We abandoned typical, specialist legal phrasing and articles. Now, an agreement with mBank is a transparent and comprehensible table showing the terms and conditions of products with important information marked in colours. It is based on several questions being of key importance for the clients, e.g.: When will I get the money? How will I repay the loan? How much interest will I pay on the loan?
  • We developed mCanon (“mKanon”). We communicate clearly, briefly and with empathy. mCanon conveys the universal principles of communication with our retail and corporate clients. When contacting a client, our goal is not only to provide information, but also to build a relationship putting the client in the centre of attention. Underlying mCanon there are seven communication features being of vital importance for mBank. Namely, communication must be clear, exhaustive, brief, grammatically correct, sincere, emphatic and in the first person. This way of communicating with clients allows us to enter into a genuine, open dialogue with various client groups.
  • We survey client satisfaction. In line with mBank’s mission statement, the basic principle adopted in mBank Group is to provide clients with reliable and comprehensible information on products and to adhere to respective internal regulations, e.g. mCanon. We regularly check whether this approach is effective by conducting annual client opinion and satisfaction surveys. More about satisfaction surveys.
  • We selected a group of ambassadors of the empathy strategy from among the employees of all subsidiaries and foreign branches. They strengthen the activities that build our organisational culture focused on emphatic approach to clients. The ambassadors meet, talk, inspire and act as a catalyst for the emphatic approach and the concomitant changes in internal and external relationships, and are the authors of new solutions in the area of customer relations. Moreover, we encourage our employees to serve short “internships” in other units throughout the organisation. This allows them to see a given process from a broader perspective. mBank’s back office employees perceive their work in the context of delivering client experience.
  • We audit marketing materials. Out of deep concern for the reliability of communication with our clients, mBank Group audits the marketing materials available in sales outlets, such as flyers, banners, materials displayed on TV and computer screens.
  • We respond to the needs of the disabled. Our outlets are adjusted to the needs of people in wheelchairs. Depending on the type of their disability, clients may choose a form of contact that best suits their needs and submit instructions via the transactional system, mLine available 24/7 (an automated service or a consultant), a bank’s outlet or an online expert. What is important, clients may contact us through audio or video chat, regular chat or use the services of a sign language translator. The newly opened mBank outlets stand out for the modern technological solutions applied in them: they feature interactive store fronts reacting to motion, innovative touch screens which present mBank’s offer in an intuitive manner and interesting applications in the children’s zone.
  • Our Foundation supports mathematical education. The activities of mBank’s Foundation (“mFundacja”) represent the social involvement of mBank. Its mission is to support programmes designed to improve the level of education and the quality of life of the society through actions coherent with the image and policy of mBank. Since 2013, mFoundation has been pursuing the “m for mathematics” (“m jak matematyka”) strategy supporting schools and non-governmental organisations in implementing educational maths projects.
  • We raise the economic awareness of clients. We want our clients to make informed decisions, especially when they concern cash loans. To achieve this we launched the “Responsible lending”(“Odpowiedzialne kredytowanie”) project which allowed us to make a change. We focus on comprehensible, precise and client-friendly communication of the lending process. We are constructive, i.e. we inform clients what to do if their credit applications were rejected. Our website The ABC of Loans (“ABC Kredytu”) teaches clients about various types of loans, credit history in the Credit Information Bureau (BIK), credit-related insurance, etc.
  • We do not engage in ventures that breach human rights and labour law, harm the environment or support corruption. By becoming a signatory to The Ten Principles of the UN Global Compact, we made a conscious decision to break off any relationships with enterprises breaching the UN Global Compact’s principles, in particular by refusing to finance their irresponsible business operations.