Environment

Economic and geopolitical events that occurred in 2023 had a significant impact on the social situation in Poland.

In 2023, we faced many economic challenges such as inflation, rising labour costs, climate challenges, geopolitical tensions and the ongoing war in Ukraine, which has entered its third year. The absorptive power of the labour market and shield programmes mean that the social situation in Poland remains stable, despite such a large influx of refugees from Ukraine and the numerous challenges that come with it.

Stakeholders

We engage our stakeholders in dialogue on sustainability matters through communication channels adjusted to the needs of specific groups. Our key stakeholders are assigned to the following main categories:

Internal stakeholders

Regulatory environment

Market environment

Business partners and clients

Cooperating institutions/organisations

Social environment

In 2023, once again we organised external discussion panels with key stakeholders of BGK in accordance with the AA1000SES standard.

Customer experience

We work on relations with clients in five areas:

building a culture in which clients are at the centre of focus

customer experience management

measurements and analysis relating to customer experience

customer experience diagnostics

customer experience design

We make effort to build partnership-based relations with our clients. Their opinions are the basis for planning and implementing initiatives.

82% of respondents believe that our responses to complaints are clear and understandable

86% of survey participants consider the response time as appropriate

4% rate of complaint appeals