Bankia SA : Bankia launches its new commercial branch model designed to strengthen customer relations

• The new branch model seeks to standardise the network, strengthen the bank's image and optimise the layout of its branches.
• The first branch with this new format is in calle Pintor Gisbert, Alicante.
• The new model will be progressively rolled out. A total of 175 branches are expected to be redesigned before the end of the year.

Bankia opened its first completely remodelled branch today based on the new commercial model that it plans to implement across its retail network.

The purpose of the new branch model is to standardise the network, strengthen the bank's image and optimise the distribution of space. The entrances will be improved, with a larger lobby that houses 24-hour ATMs, while the commercial area has been redefined to be more comfortable and intuitive for customers

The first branch to be remodelled is in calle Pintor Gisbert, Alicante. The bank's chairman, José Ignacio Goirigolzarri, visited the branch and said, "The new branches must be a space that conveys our commitment to our customers, which form the basis of our business".

The space inside the branch contributes to strengthening and transmitting the principles on which the bank is founded, improving service quality and customer relations.

Bankia's new branch format has three large and clearly differentiated areas:

•   Entrance area, self-service facilities and cashiers.

•   The customer service area.

•   Internal areas and meeting rooms.

  The positions used for the simplest banking operations, which require the least amount of customer service time, whether with ATMs or at the cashiers' desks, are located at the front of the branch in the entrance, self-service and cashiers' area.

The customer service area is clearly differentiated from the entrance, self-service and cashiers' area. The customer service desks are therefore grouped together and set back from the entrance. This provides additional privacy for tasks that require it, such as sales and advisory services.

No manager's office

The manager's office will be removed in all branches, except in the larger branches.

A wall bearing the Bankia trademark with illuminated writing will be used at the end of the customer service area to separate the public areas from the bank's internal areas.

In addition to the new distribution of space, Bankia branches will have new lighting systems based on LED lights that generate greater energy savings and transparency thanks to greater use of glass.

More environmentally-friendly and efficient materials have been used in the new branches as well as a series of new elements, such as the furniture.

The new format will be progressively rolled out and a total of 175 branches are expected to be remodelled before the end of the year.

External image of the branches

Bankia began to roll out its brand on the outside of the branches in its network in February. The bank is now standardising the signage and the banners with the Bankia image. The appearance of the ATMs is also being updated.

The new external image of Bankia's branches will be completed in the first quarter of 2014, as scheduled.

The bank has also launched a project to update the interior of the branches to bring them in line with the "Bankia image". This plan supplements the plan to remodel the outside of the branches.

The project to change and standardise the bank's image inside its branches will be implemented during the last quarter of the year.

These three actions will bring all the bank's branches in line with the "Bankia image", both outside and inside, as well as introducing its new commercial branch model for the retail network.