The continuous improvement of the customer experience is one of the BBVA Mexico Group's permanent objectives. To retain its position as the number one financial institution in Mexico, the BBVA Mexico Group places an emphasis on excellence in service, an effective response to the needs of its customers and the generation of unique and innovative solutions as part of the digital transformation that characterizes the institution.
The BBVA Mexico Group has consolidated its leadership position, for the 5th consecutive year, of the Net Promoter Score for customer satisfaction.
Quality and customer service
With a view to standing out from the competition and offering its customers unique products and services, the BBVA Mexico Group has focused on offering a unique experience, distinguished by its quality and personalized advice.
The methodology for measuring quality and customer service reveals how likely customers are to recommend the Bank and, therefore, the degree of satisfaction of the BBVA Mexico Group's customers with the different products, channels and services. This index is based on a survey that measures, on a scale of 0 to 10, whether customers would recommend their bank.
The BBVA Mexico Group has retained first position in the Open Market Promoter Score, 7 points clear of second place.
| Channel | Points above nearest rival |
|---|---|
| Telephone banking | 6 |
| Online banking | 2 |
| Mobile Banking | 11 |
| ATMs | 10 |
Specialized Customer Service Unit
The BBVA Mexico Group achieved its best historical result with a rating of 9.1 in the User Service Performance Rating (IDATU), ending Q3 2019 in 1st place of the G6.
2019 results
| Complaints submitted to the Specialized Unit | 2019 |
|---|---|
| Direct customer complaints made to the UNE | 19,697 |
| Complaints made to CONDUSEF | 25,374 |
| Total number of complaints | 45,071 |
| Resolved in the customer's favor | 24,935 |
| Resolved in the bank's favor | 19,939 |
| Average number of days to handle complaint | 11 |
+24%
Annual increase
+10%
Annual increase
+16%
Annual increase
+14%
Annual increase
+20%
Annual increase
+37%
Annual increase
Digital Transformation
The BBVA Mexico Group continues to transform the financial sector towards digitization. Year after year, the digital transformation presents new challenges for the BBVA Mexico Group to position itself as the best digital bank in the country.
To discover all the digital opportunities that the BBVA Mexico Group has to offer, visit: https://www.bbva.mx/personas/apps.html.
Customer security, privacy and protection
The BBVA Mexico Group has a specialized area to ensure the security of the information of all its customers and the development of strategies and policies in security, privacy and protection of their information. The following programs were rolled out in 2019:
Fingerprint biometrics in offices. The use of biometric authentication was rolled out across the BBVA Mexico Group's offices, making it possible to carry out various procedures, such as card delivery, reprinting of PINs, opening second accounts, cashier's checks, etc. This control prevents spoofing.
Fingerprint biometrics in automotive agencies. Used when formalizing an automotive loan, during the arrangement process.
Digital card. The use of digital cards in the Wallet app was promoted to facilitate purchases via e-commerce. This has strengthened the security of BBVA Mexico Group cards for this type of transaction.
Personal data protection
The BBVA Mexico Group safeguards the personal data of individuals with absolute confidentiality and commitment, taking all the necessary measures in line with its legal obligations together with best practices within the Institution. In this way, the BBVA Mexico Group implements and maintains the highest levels of security.
A data subject has four rights relating to the use of their personal data:
Access: knowing what data is associated with and registered to them.
Rectification: updating their personal data.
Cancellation: deleting their personal data when they no longer have any active products or services.
Opposition: blocking the use of their data for purposes other than the contracting of products or services, for example, sending advertising and promotions.
