Unique experience
Grupo BBVA México’s priority is to continuously improve the experience and satisfaction of its clients. In order to provide them with a unique experience and meet their expectations and needs by providing services of excellence and quality, it has developed a series of innovative initiatives focused on communication with the client, digital transformation, ease of access and data protection and privacy.
Thanks to multiple efforts to provide the best service to its clients, Grupo BBVA México is for the 6th consecutive year in 1st place in the Net Customer Satisfaction Recommendation Index.
Client recommendation index
During 2020, 2,568,546 electronic surveys and 61,560 telephone surveys were carried out, in order to know the opinion of BBVA Mexico Group clients and, additionally, 43,344 internal electronic surveys were carried out that measure the perception of Commercial Networks regarding the attention they receive through part of its internal suppliers to provide customer service.
Client
|
Bank |
2019 vs 2020 Variation |
|---|---|
|
Commercial Network |
7.1 points |
|
Wealth Management and Private Banking |
2.6 points |
|
Mortgage Business |
3.1 points |
|
Consumer Finance |
1 point |
|
Business and Government Banking * |
2.4 points |
|
Bank |
0.6 points |
* Despite the decrease in Corporate and Government Banking, it remains in first place in the ranking.
Internal
|
Bank |
2019 vs 2020 Variation |
|---|---|
|
Retail Network |
Maintains rating |
|
Wealth Management and Private Banking |
Maintains rating |
|
Mortgage Business |
0.4 points |
|
Consumer Finance |
2.1 points |
|
Business and Government Banking |
2.7 points |
Specialized Customer Service Unit (UNE)
The Specialized Customer Service Unit (UNE) is in charge of dealing with cases that require specific clarification to meet client expectations and improve the quality of Grupo BBVA México’s services. UNE has the following channels:
National call center:
International call center:
Corporate offices: Mexico City and Guadalajara.
During 2020, a total of 30,658 complaints were filed, which represents a 32% decrease in claims filed compared to 2019, with an average of 9 days for resolution. The claims received are distributed as follows:
Claims filed with the UNE
*There was a 24% reduction in claims filed with the UNE compared to 2019.
Claims filed with
CONDUSEF
*There was a 38% reduction in claims filed with CONDUSEF compared to 2019.
During 2020, a solution was provided to new requests, having a 95% contact rate with the client.
Digital Transformation
Grupo BBVA México is recognized for its innovation and contribution to the transformation of the financial sector towards digitization by providing quality technological solutions to its clients. During 2020 a series of new products and functionalities were developed to make available to the client:
New functionalities of the BBVA App that is now “Your financial advisor”
The new functionalities allow to manage the means of payment and financing. It is an experience that allows our clients to take full advantage of the financial opportunities and benefits that BBVA offers them through a comprehensive ecosystem of digital products and tools.
A simple and convenient way that facilitates the management of the client’s maximum credit capacity from our mobile app with slast generation physical means of payment.
Some of the new features included in this application are:
Digital cards and dynamic CVV
Temporary blocking of physical and digital cards
Promotions and consultation of BBVA Points: Make smart purchases, maximizing the benefits of points and promotions through a comprehensive loyalty program
Interest simulator: Provide the client with the possibility of simulating the interest that could be generated for the next period depending on the payment that he decides to make from the minimum payment necessary for no interest payment, indicated in the client’s account statement
Transactions of Term Investments and Funds at a click:
Contract and renewal of promissory notes from the Grupo BBVA México App
This functionality allows the client to open a new term investment contract from the BBVA App.
It was released in July 2020 and at the end of December the number of contracts opened was more than 138 thousand.
Subsequent purchase/renewal of promissory note
This functionality allows the client to make subsequent purchases or renewals of a term investment from the BBVA App. In the first eight months, more than MXP 34 billion were achieved in renewals of this product.
Investment funds
As of 2020, Grupo BBVA México clients who already have a contract have the possibility of making a subsequent purchase of investment funds. Achieving 80 thousand operations in the first five months, which represents deposits of MXP 4 billion.
BBVA Invest
It seeks to offer a new digital experience in Investments. The goal is for any client to have access to investment portfolios without having to be experts on the subject or depending on a person to advise them. Through a simple questionnaire, BBVA recommends the most appropriate portfolio based on your risk profile, horizon and investment objective.
It is available in two channels:
BBVA.mx: end-to-end DIY process for contracting and operating investment funds.
Wealth Management and Private Banking Offices: availability of the investment profile questionnaire and investment proposal that standardizes the investment portfolio offer and provides a new advisory experience for Wealth Management Banking.
Obtaining CC not pre-approved
Within the Grupo BBVA México App, the option to evaluate and obtain a credit card was integrated through an online validation of the necessary documents and data. Since its implementation, in October 2020, more than 5,000 contracts have been made in the year.
Approval of Credit Information consultation
This functionality developed for the BBVA App seeks to accompany the clients of Grupo BBVA México in their consultation of Credit Information in order to be able to grant them a credit offer in the future. It works through campaigns in which the client can provide his authorization to consult his credit history; increasing our base of placed credits.
Campaign results: December 2020 - January 2021
The authorization campaign to consult the credit information company was sent to 1,098,000 clients, of which 19.2% (210,762) authorized to carry out the consultation.
By 2021, the campaign will be sent to 9 million clients within the BBVA App.
New generation insurance
BBVA Seguros México created Pet, Pregnancy and Cyber insurances in order to provide the best protection and welfare solutions and services for its clients, ensuring what matters most to them.
Study and Home Insurance
Grupo BBVA México seeks to have dynamic products that allow the clients to ensure what interests them, always with advice on the correct levels of insurance. Dynamic Home Insurance (DHI) recommends to the client an insured sum suitable for the area of his home and allows him to choose the coverage he want, including insuring only the contents for tenants.
Study Insurance is a Savings Insurance for education denominated in pesos, which was born in digital format. Both are the only 100% DIY in the Mexican market.
BBVA Collection Link
This new modality allows to carry out secure transactions charged to credit or debit cards of any Bank. By sending SMS, by social networks or by sending an email, without having to install an application on the cell phone.
BBVA Empresas App
In June 2020, the BBVA Empresas app was launched, aimed mainly at the SME segment. In just six months, there were already more than 120 thousand affiliated clients and more than MXP 25 billion have been transacted.
Among the most outstanding functionalities of the application are the SPEI payments, the downloads of account statements from the cell phone, the purchase and sale of dollars between own accounts, the first digital credit contracted from the cell phone for SMEs: the POS Advance and Collection with CoDi allowing small businesses to charge without contact.
During 2021, BBVA Empresas will continue to grow in functionalities to serve all segments of the bank’s legal entities.
Digital shift: allows clients to schedule their visit to a branch from their BBVA App and save time, which, consequently, makes more efficient and optimizes the branch service capabilities by distributing demand and saturation thus improving the client experience regarding waiting times.
Google Assistant: Strengthens the bank’s offer of virtual assistants, both in Mexico and in the rest of the countries where the BBVA Group operates, to improve the user experience by making the management of their finances faster and more efficient.
Remote Banker: provides service, advice and sale of financial products to its clients remotely without the need to attend a branch; implementing a 100% Home Office model and managing to serve more than 1.7 million clients.
Banco de Barrio: takes advantage of the presence of Grupo BBVA México to serve SMEs in Mexico. Through the 1,700 BBVA branches and more than 3,500 executives, a very attractive commercial offer is made available for the country’s businesses, especially for the micro segment that represents more than 90% of the country’s economic units.
65 thousand
accounts
opened
More than
1,000 million
billed in 13
thousand POS
terminals placed
32 thousand
new clients
27 thousand
new
nominees
66 thousand
BBVA
Empresas apps
downloaded
MXP 235
million
in SME insurance
premiums
Grupo BBVA México was recognized by the 2020 Global SME Finance Awards thanks to its ambition and design in the service strategy for SMEs through its Banco de Barrio program.
Transparent, Clear and Responsible Communication (TCR)
Transparency, Clarity and Responsibility (TCR) are three principles that allow the generation of solid links with the stakeholders of Grupo BBVA México, mainly clients, through various channels such as:
Commercial documents
Public Web
Applications
Customer Services
Campaigns
Grupo BBVA México occupies the #1 position for the indicator of perception of transparency and clarity.
Client Security, Privacy and Protection
For Grupo BBVA México, the privacy, security and protection of its clients is a priority; therefore, it has a specialized area focused on the development of strategies and policies to guarantee information care. Also, a series of programs focused on client safety have been implemented:
Personal Data Protection Mailbox
The PDP mailbox (protecciondedatospersonales.mx@bbva.com)is made available, through which all kinds of complaints, comments and/or situations are dealt with reported on issues of data protection of clients and/or users of Grupo BBVA México.
