Bank-of-America-2012-Corporate-Social-Responsibility-Report

Banking channels including small business mortgage

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banking channels, including small business, mortgage and community development lending. • guiding the bank’s commitment to community impact and philanthropic investments. • Offering feedback on our approach to governance, including structure, approach to shareholder issues and disclosure practices. In 2013, the council is adding to its scope such issues as environmental sustainability, workplace diversity, health and safety, and human rights. Bank of America Global Advisory Council With operations in over 40 countries, it is essential that the bank connects with local stakeholders and work to enhance
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Governance, commitments and engagement | 17 the services our customers and clients rely on. Throughout Bank of America’s history, we have sought the counsel and input of external experts and leaders to help inform our approach to doing business and ensure our leadership in the international marketplace. In 2012, we established The Bank of America Global Advisory Council, which convened for the first time in March 2013 in Hong Kong. The Bank of America Global Advisory Council organizes our efforts to convene and learn from external experts on how we can best serve customers worldwide and navigate an ever-changing international business and economic landscape. The council is a nonfiduciary body made up of 14 business, academic and public policy leaders who share their expertise and insights on the bank’s global engagement and advise senior bank executives on trends and emerging opportunities in local markets, including environmental and social issues. Customer and client interaction We conduct research across all of our lines of business, customer and client segments and interaction channels, and key product areas to help assess overall satisfaction. Various methodologies are employed, including quantitative surveys via online, phone, mobile and mail channels; qualitative focus groups and interviews and other primary and secondary methods. We interact with over three million customers, clients and prospects during our primary research activities. Results are shared with executives across the organization, and are combined with other operating and organizational metrics to improve programs so that they are consistent with corporate strategies, better address customer needs and enhance customer experience. Customer satisfaction goals are part of our executives’ personal performance scorecards. Overall customer satisfaction with Bank of America improved in 2012. Satisfaction across our main consumer segments (Retail, Preferred, Small Business) was consistent with these overall gains, as was satisfaction with banking center, call center, online and mobile interactions. Among the clients of Merrill Lynch financial advisors, satisfaction remained at or near all-time highs.
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  • Fall '14
  • Gabisch
  • The Land, Financial services, Chief Executive Officer

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