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Wow experience!

BBVA Bancomer tis firmly committed to creating special moments and a unique experience for its clients. It this by generating the best financial solutions, excellence in service and effective attention to their needs.

BBVA Bancomer seeks to offer its customers the best banking solutions, while helping them make the right financial decisions and having a positive impact on their lives.

This means offering customers an experience which stands out for its simplicity, transparency and swiftness, in turn empowering our customers and bring them personalized advice.

In a bid to reach that objective, the Bank has been working hard to strengthen its customer service processes, remodel branches and promote financial literacy, while safeguarding data security, privacy and protection at all times, along with data integrity.

Experiencia Única (Unique Experience)

Satisfying the needs of customers is an essential pillar in the ongoing evolution of BBVA Bancomer.

In a bid to align customers’ needs with the Group’s own values, the Unique Experience area was turned into a general department in 2018 to help make the new transformation of the Customer Experience a reality.

Our Unique Experience mission entails:

Placing the client at the heart of everything the Bank does.

Setting a new standard for the customer experience and employee experience.

Being a core element of the constant transformation at BBVA Bancomer.

Unique Experience means achieving
excellent customer service and
constantly exceeding their expectations.
This is how BBVA Bancomer partners
and employees develop products and services
that enable the customer experience: We are the Unique Experience and we make it what it is.

Quality and customer service

BBVA Bancomer's business is focused on the customer and on offering products and services that generate a Unique Experience. The Bank's objective is to differentiate itself from all its competitors and to become a leader in customer satisfaction.

Net Promoter Score - open market

Part of the Bank’s strategy is to conduct brand awareness studies and thus achieve better service, products and services for its customers. The result of the Bank’s entire strategy is reflected in its positioning in the open market net promoter score.

In 2018, BBVA Bancomer conducted a total of 11,135 surveys through the Bank's telephone channels, Online banking, Mobile banking and ATMs.

BBVA Bancomer outclassed its competitors across all channels in 2018.

Net Promoter Score

In 2018, BBVA Bancomer conducted a total of 613,782 surveys through various channels. The results either matched or improved upon the rating reported a year earlier.

Employee Net Promoter Score

Nearly 18,000 employee net promoter score surveys were carried out.

Specialized Customer Service Unit

The Specialized​ Customer Service Unit (UNE) works on an ongoing basis to improve service quality, with the overriding objective of safeguarding the well-being of customers. BBVA Bancomer has implemented a new management and quality model to ensure that all complaints are addressed at the earliest opportunity, tackling the root of the problem identified by the customer. The new model provides essential information needed for the Bank's continuous improvement.

Customers may submit claims and complaints via:

Branches

Línea Bancomer

Website: claims and complaints section

In 2018, BBVA Bancomer reported its best ever result under the User Service Performance Rating (known as IDATU)*, earning a cumulative score of 8.26 to close out the third quarter of 2018 in first place under G4.

BBVA Bancomer obtained its best ever score for IDATU Insurance, with a rating of 8.51, placing the Bank in third place in the ranking of insurers with more than 1,000 claim folios per year.

Developing the “CONDUSEF telephone support cell”: a team of specially trained individuals adept at tracking and monitoring the claims that reach CONDUSEF, requiring them to maintain constant communication between the Bank and the customer.

Digital transformation

Relying on the Unique Experience model, the digital transformation area embraces new challenges and seizes opportunities to help BBVA Bancomer remain the best digital bank within the country.

Progress made with the apps launched in 2016 and 2017

BBVA Plan

A BBVA Bancomer app that helps customers regularly save without even notice, providing a fully customizable tool that allows them to comfortably reach their goals. Users also receive a saving advice to help them reach the goal they have set themselves. This makes saving more dynamic and funny.

142,000 targets registered in 2018.

852 million pesos saved.

Average of 5,992 pesos saved per target.

Cumulative figures since the launch of the app in December 2016:

A total of 243,000 targets generated.

A total saving of 1,255 million pesos generated.

Average of 5,157 pesos saved per target.

Apartados

New Bcom and Bmóvil functionality that the Bank's customers can use to control their expenses. The app allows customers who receive their pay check through the Bank to manage their income in a simple and effective way. The customer can customize “electronic payslips” as and when required. If they want to withdraw their money at any time, they can immediately return the money they have set aside to their available balance to cover any amounts they may owe by simply clicking on “Withdraw”.

Money put aside through the app on 1.7 million occasions.

8,930 million pesos.

Financial Health (CheckUp)

A Bmóvil feature that allows users to analyze their financial health. The Bank is currently working to make “Why Health” tips and explanations part of the BBVA app to advise customers on how to improve their financial health by using credit products, savings solutions, investments and insurance to overcome possible liquidity or debt problems.


The customer can view the following four statements to obtain a clearer overview of their finances:

In 2018 alone, the CheckUp feature was consulted 4.8 million times and since its launch it has been viewed over 8 million times.

Digital Mortgage

App available through Bcom whereby customers can obtain quotes, calculate their credit capacity and get a credit certificate for their mortgage.

A total of 822 digital mortgages were arranged in 2018.

New apps launched in 2018
Global Home Experience

A tool that helps customers search for a house in their chosen area with two search options: using a map or by entering a specific address.

S.O.S. app Seguros Bancomer

A new feature that lets customers arrange care insurance through the mobile banking app in under three minutes.

AI Chatbot

In 2018, the Bank implemented its virtual assistant using artificial intelligence (AI). BBVA Bancomer is the first bank in Mexico to embrace AI through WhatsApp. The assistant makes it easier for customers and users to interact with the Bank by answering questions regarding branch location, resolving doubts about account opening and offering suggestions on how best to use the Bank’s digital solutions.

Tel: +52 1 55 5226 2663

Link Card

An account designed for young people under the age of 18. Features include BBVA Send, making it easy for the parents to send money.

Payroll portability

BBVA Bancomer remains the number one bank when it comes to payroll portability, having now earned the achievement for the third year in a row in 2018, ending the year with 385,000 completed portability requests.

Digital results were outstanding, providing a further illustration of BBVA Bancomer’s commitment to digital transformation, with 70% of portability requests completed via digital channels, almost double the figure reported a year earlier.

People choose BBVA Bancomer to receive their payroll thanks to the numerous benefits it offers, notably:

  • Having the most extensive network of ATMs and branches close at hand.

  • The sheer convenience of being able to manage their wages 24 hours a day via Bancomer Mobile/BBVA Mexico app, BBVA Wallet, BBVA Send and BBVA Plan.

  • Special access to lower rates on loans and credit.

  • Free life insurance for accidental death.

In 2018, the Bank earned a net promoter score of 90 for portability, 8 points above its score in 2017.

Social media

As part of the Unique Experience vision, social networks are an important channel of communication between BBVA Bancomer, customers and the community. The Bank can use the social networks to create a customer experience that sets it aside from its competitors as it focuses on financial literacy.

Achievements 2018

  • Account set up on Instagram to generate more personalized and unique engagement with customers. By being able to generate “stories” on Instagram, the Bank has taken the letters “BBVA” as its four main pillars in sharing the unique experiences of its employees and customers:

    • Behind the scenes
    • Beyond success
    • Life and style
    • Architecture

  • Being the first bank to have a certified WhatsApp account. This new initiative offers customers and non-customers alike a virtual assistant to provide immediate advice on products and services, help find the nearest branch or ATM and publicize offers and promotions in nearby stores.

  • In 2018, the level of service rose to 98%, meaning 98 out of every 100 users received a response in under 15 minutes. The average response time was eight minutes.


Total followers, broken down by social network



Information at January 2, 2019.