3.7 Transparency
and Client Satisfaction
(GRI 3-3, 416-1, 416-2, 417-1, 417-2, 417-3, FN-CF-270a.1, FN-CF-270a.3, FN-CF-270a.4, N-CF-270a.5, FN-IN-270a.1, FN-IN-270a.3, FN-IN-270a.4, FN-MF-270b.3, FN-IB-550b.1)
Aware that customers are the center and heart of the entire operation, we are constantly evolving and strengthening internal regulations, as well as mitigation, control, and monitoring frameworks in the area of customer protection. We also consider the priorities of the regulator and supervisor, working for our clients, incorporating a protection perspective from the creation and design of new products, as well as existing ones.
Our actions are governed by ethical values and guidelines; consequently, we o er transparent and fair services.
Transparency and customer satisfaction are two interrelated concepts that can help build long-term relationships. Each word contributes to the perception users have. Ficohsa’s communication strategy is based on the following principles:
– Transparency of information provided.
– Clarity in language, structure and design.
– Responsibility for the client´s interests at all stages of his financial life.
– We set communication standards to achieve consistency and consistency in tone, style, word and phrase usage across all FG platforms.
All clients are informed of the terms and conditions of the products offered. During this year none of the Group´s employees were involved in legal proceedings initiated by clients.
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To ensure the customer experience, Ficohsa constantly seeks feedback and monitors the level of service o ered. For several years, it has used the Net Promoter Score (NPS) tool, using a top-down and bottom-up methodology to validate the alignment between customer needs and expectations and the initiatives implemented. This allows for the establishment of plans to address any gaps identified and thus provide the best possible experience.
Annually and every three months, the methodology is applied to the di erent business lines/countries to determine the net recommendation rate given to us by customers. This ensures that potential areas for improvement are identified.
3.7.1 Details of claims by
products
(GRI 418-1)
We are always attentive to the main complaints and observations that arose during the reporting period, with the aim of achieving fair resolutions in each case.
In Honduras, of the 496 nancial user complaints received during 2024, 23% were resolved favorably for the customer, with an average response time of 7 business days. Extensions were requested in 10% (52) of the complaints received. The monthly average of complaints received during 2024 was 41 complaints per month.
A favorable resolution for the client may be issued due to exceptional issues, the application of regulations, policies, or operating rules;
however, these are not specifically recorded as operating losses. If the client disagrees with the resolution, they can appeal as a second
instance to file their claim with each country’s regulatory body, such as the National Banking and Insurance Commission / Superintendency of Banks.
Claims by product
For Ficohsa, the best way to provide quality customer service is by listening to their recommendations, opinions, and proposals. These are analyzed and managed to provide a favorable resolution.
Approaches 2025 to improve the client experience:
