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 2014, we limited the survey to Belgium and the Czech Republic. In 2015, however, we have extended our dialogue to include all our core markets, since it’s important for us to discover what all our stakeholders consider important so that we can also meet their expectations. We surveyed clients and non-clients in all age groups – the public at large, in other words.
The stakeholder survey formed part of the overall international reputation study, which provided us with an overview of the opinions and concerns of the general public. Because of this broader approach, we optimised a number of aspects relating to sustainability. The participating stakeholders were asked to rate KBC on 35 items, 16 of which relate to sustainability.
Here you find an overview per entity of the issues to focus on and of the strengths.
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 2015 we organised a new edition of the stakeholder debate where Johan Thijs and Thomas Leysen presented the Report to Society and answered to questions and remarks of the stakeholders. Find here the presentation and report. In 2016, we organised a stakeholder debate to present and discuss our renewed sustainability approach.
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.
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.
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.
We support local projects in the urban areas where we operate, and not just in financial terms