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Engaging with all our stakeholders



Creating, engaging and nurturing dialogue with all our stakeholders is vital to us

Open and transparent dialogue is the only way to get to know what each of our stakeholders expects from us and how we – as a bank-insurer – can best meet these expectations.

By engaging in dialogue and getting involved in new projects, we endeavour to create value for all our stakeholders.

Quantitative stakeholder survey

Maintaining a dialogue with our stakeholders also means we have to evaluate the way we communicate each year and adjust it to take account of our stakeholders’ needs. In 2016, we carried out the two-yearly survey of the general public in all our core countries and an internal survey of our Board of Directors, Executive Committee and senior management. We identified 27 items for our stakeholder survey via input from market specialists, sustainability experts and global trends. We asked the survey participants to rate the items by importance.

Materiality Matrix:

You can find the results of the complete survey in our Sustainability Report and in the Annual Report.

We will take another comprehensive look at what is important to our stakeholders, to KBC and to society in 2018.

Qualitative interactions

To enhance our understanding of our stakeholders, we also talk first-hand with associations, NGOs and task groups to hear their concerns and to search together for ways to solve societal problems. In 2017 we organised a new edition of the stakeholder debate where Johan Thijs and Thomas Leysen gave a clear view on how KBC fulfills its role in society and where they also answered to questions and remarks of the stakeholders.

  • Employees

Each year, for instance, we organise the ‘Employee Engagement' survey in which our employees are questioned extensively on all aspects of working at KBC. The survey’s findings are incorporated in our HR policy so that we can improve on the specific points brought to our notice.

  • Clients

Surveys of our clients are also conducted each year, enabling us not only to find out what is important to them, but also to get an idea of what they think of our products and services and – more importantly – how we can improve them.

  • NGOs

We hold direct talks with NGOs and/or other external parties to try and find solutions to problems and expectations specifically associated with the sector in which they are active.

  • Society

We support local projects in the urban areas where we operate, and not just in financial terms.


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