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Social Capital

For Yapı Kredi, establishing long-term, fair and transparent relations with its customers and community is a material sustainability issue. The Bank contributes to the socio-economic development of the region by continuously creating value for its stakeholders. In line with the responsible banking approach, Yapı Kredi ensures that its banking operations reach all segments of society and support sustainable development. Yapı Kredi continuously enhances customer satisfaction through effective communication and audit tools. In accordance with its corporate social responsibility approach, the Bank pioneers the development of education, culture & arts in the community while continuously raising the bar on corporate reputation.

Material Issues

Customer satisfaction: Excellent and lasting customer satisfaction is a key part of Yapı Kredi’s business strategy. The Bank regularly measures the level of customer satisfaction so as to improve the quality of its operations based on this most valuable source of feedback. All customer queries and complaints are addressed by the Yapı Kredi Call Center. Yapı Kredi’s success in complaints management and its customer-oriented approach were awarded with ISO 10002 Quality Certificate in 2015.

The Customer Satisfaction Policy may be found here.

Financial literacy: Access to financial products and services plays a key role in the prosperity of a society. The leverage effect of the finance sector enables disadvantaged segments of the society to integrate into the economy and accomplish their ideas. For this reason, Yapı Kredi is committed to support projects and NGOs that aim to increase financial literacy in the society. The “literacy education” corporate social responsibility program developed by Yapı Kredi Banking Academy (YKBA) in order to enhance social participation of women has so far reached 1,500 people.

Detailed information about financial literacy projects may be found in the Sustainability Reports.

Enabled banking: Developed in line with the principle of “Equal Banking for All”, the foundation of Yapı Kredi’s responsible banking approach, the Enabled Banking Program is the first and most comprehensive banking program aimed at individuals with disabilities, who constitute 12 percent of the population of Turkey. The program was launched in 2008 with the restructuring of the Yapı Kredi Call Center for serving customers with hearing impairments. Starting off with Online Chat customer service, the program was expanded gradually with a series of practices such as Enabled ATMs, Enabled Branches and ”Home Agents”, each representing a first in Turkish banking sector.

Detailed information about Enabled Banking practices may be found here and in the Sustainability Reports.

Social investments: In addition to contributing to the economic development of its operating region through its direct and indirect impacts, Yapı Kredi also strives to support socio-cultural development of the society through a variety of practices. Investments in education, sports, and culture & arts are complemented by a series of innovative and sustainable social responsibility projects designed to deliver lasting solutions for social issues. Voluntary and active stakeholder engagement is encouraged in all corporate social responsibility efforts, and the Bank cooperates with public organizations, NGOs and universities in an effort to reach a larger audience with its projects.

Detailed information about Yapı Kredi’s social investments may be found here and in the Sustainability Reports.

Employee volunteerism: Yapı Kredi encourages employees to volunteer in social projects. The Bank provides its support for platforms and projects that will enable employees to utilize their skills towards the solution of social issues. Yapı Kredi Volunteers have served in many social responsibility projects in a variety of fields from education to sports, creating value for their community.

Detailed information about employee volunteerism practices may be found in the Sustainability Reports.

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