BBVA | Responsible Value Chain

Grupo Financiero BBVA México, for the 7^th consecutive year, has ranked 1^st consecutive year, has ranked

Open Market Recommendation Index

Part of Grupo Financiero BBVA México’s strategy is based on carrying out studies on the perception of the brand in order to optimize attention, products and services for its customers. The result of this entire strategy is reflected in GFBB’s position in the Open Market Recommendation Index.

Business or Channels	Points above the nearest competitor
Commercial Banking	+ 30
Government and Commercial Banking	+ 32
SME Banking	+ 3
Telephone Banking	+ 12
Mobile Banking	+ 28
ATM’s	+ 30

Internal Customer Recommendation Index

For Grupo Financiero BBVA México, the satisfaction and well-being of its customers is a priority; therefore, to know their perception, surveys are conducted, mainly electronic, both internal and external.

Customer Perception

Bank	2021 vs 2020 Change
Commercial Banking	9
Wealth Management and Private Banking	1
SME Banking	20
Government and Commercial Banking	2
Mortgage Banking	2
Banca Consumer Finance	3

Perception of the internal employee

Bank	2021 vs 2020 Change
Commercial Banking	2
Wealth Management and Private Banking	3
SME Banking	3
Government and Commercial Banking	0
Mortgage Banking	9
Banca Consumer Finance	1

Specialized Customer Service Unit (UNE)

For Grupo Financiero BBVA México, customer feedback is essential to improve the services, products and attention provided; therefore, a channel is made available to clarify complaints and claims through: branches, BBVA line and website.

The UNE has the following channels:

Email:
une.mx@bbva.com

Call center in Mexico:
800 112 2610

Call center International:
55 1998 8039

Webpage:
https://www.bbva.mx/personas/centro-de-ayuda/quejas-y-reclamos.html

Corporate offices:
Mexico City and Guadalajara

Claims filed with UNE

Claims filed with CONDUSEF

Digital Innovation and Transformation

Grupo Financiero BBVA México continues to innovate in its relationship with customers through products and services in digital channels. New technologies, such as mobile and big data, allow GFBB to provide its customers a tailored value proposition. During 2021, a series of products, services and intuitive functionalities were developed that allow the customer to do more, with less effort.

Innovation, improvement of experience and security

New features of the BBVA Mexico App
In mid-2021, the Wallet BBVA and App BBVA México applications merged to provide all customer services on the same platform. This makes it possible to consolidate the functionalities of daily use in the BBVA Mexico App, and facilitate access to the digital card, review BBVA points, turn cards on and off, view the Personal Identification Number (NIP), review the dynamic CVV code, activate purchase alerts and check balances, among other options.

Also, the new features of the BBVA Mexico App allow customers to be offered security and total control over their cards. These new services through the app include:

Payment with BBVA points: customer can pay for purchases with BBVA points, even after completing the transaction. At the end of 2021, there were 2.5 million purchases with BBVA points, for a total of MXN 290 million.

Expense categorizer: allows customers to know the evolution of their balance of income and expenses classified in different categories. Since its launch in July 2021, the expense tracker has generated more than 4.5 million views.

Digital experience for additional cards: a new additional card management experience was included, reaching more than 250,000 customers.

Additionally, a non-financial services section was included in the BBVA Mexico App:

Electronic toll recharge: in collaboration with PASE, this service allows customers to recharge their electronic toll cards. Since May 2021, more than 350,000 top-ups have been made.

Digital Gift Cards: allows any user of the application to purchase gift cards from different brands such as Amazon, Spotify, PlayStation and Google Play, among others. Two months after launch, more than 17,000 recharges were made.

Similarly, the Aqua clean debit and credit cards were launched, which allow the transformation of payment methods with contactless technology and without the use of printed data.

In 2021, more than 6,000,000 clean cards were delivered to customers.

On the other hand, Grupo Financiero BBVA México launched the new credit card, Smart Key, with advanced biometric technology, aimed at its affluent segment. In its pilot version, the card has reached the hands of 75 customers, making Mexico the first country in Latin America to have this tool and the third country worldwide.

Lastly, two proactive journeys were built that allowed a greater understanding of customer needs. Through these journeys, customers were offered a credit card when making a credit card payment from another financial institution or when recharging airtime.

Insurance
In order to meet the needs of customers, Grupo Financiero BBVA México developed a series of new products, always maintaining the appropriate levels of insurance:

“Tu Médico Particular” (Your Private Doctor): this is insurance designed to cover medical expenses related to the most common conditions, such as the flu, fever, stomach pain or even minor fractures, among others. The contracting of this insurance is done completely digitally and allows access to medical care through physical consultations, at home, remotely, by telephone or by videoconference. As of August 2021, this product has more than 21,000 insured, with an issued premium of MXN 142 million.

WIBE x km: it is a mobility product that allows the user to pay only for the kilometers used. The OBDII device technology connects to the vehicle and stores both the kilometers traveled and the user’s driving style; it can check the distances traveled and make the payment with variable rates, from 0.80 cents per kilometer, which are adjusted to the car model. Contracted through the application or the online site, 154 policies have been sold with an issued premium of MXN 712,000.

New generation insurance: Grupo Financiero BBVA México diversifies the products offered to its customers through the launch of pet, pregnancy, surgery and cyber insurance. During 2021, 1,646 pet insurance policies, 59 cyber insurance policies for SMEs, 354 pregnancy insurance policies and 222 surgery insurance policies have been placed, thus increasing protection and welfare services for customers.

Sustainable offer
In line with the strategic priority of Grupo Financiero BBVA México, a sustainability section was created both on the BBVA website and on the BBVA México App. This section contains information on sustainability in different formats such as videos, podcasts, interviews and forums with experts, in order to support customers in their transition to an inclusive and responsible future. Throughout the year, this section generated more than 1.5 million visits to the application.

At the end of 2021, the sustainability section in the BBVA Mexico Retail App (GloMo) reached 1 million single users.

Additionally, a new sustainable investment solution was created that integrates a risk analysis beyond the traditional evaluation and incorporates sustainable investment criteria in the selection of assets. This way, Grupo Financiero BBVA México promotes investment in companies with high ratings in environmental, social and governance (ESG) matters.

During 2021, an investment of more than MXN 561,000,000 was reached in the ESG fund.

Within the new sustainability content on the website and the BBVA GFBB App, it included an Emissions Calculator, which is a digital tool based on data analytics that allows the calculation of the emissions of its private customers based on their consumption of electricity, fuel and water, among others. Similarly, the Group published a monograph , accessible free of charge to anyone, detailing the concept of the carbon footprint and the detailed process for its calculation.

Grupo Financiero BBVA México also seeks to promote the circular economy through a commitment to responsible consumption of recycled materials and their recycling. Thus, Grupo Financiero BBVA México increased the number of recycled credit and debit cards distributed to its customers, to advance towards the goal of reaching 100% cards made from recycled material in 2023.

At the end of 2021, Grupo Financiero BBVA México issues 6 million recycled cards, making it the GFBB that has issued the most recycled cards within BBVA.

Open market
Double Pay is an Open Market initiative through which people who are not customers of the Bank can obtain a credit card and an N2 account in a completely digital way. At the end of 2021, 209 daily credit cards were placed on the open market, reaching a conversion rate of 2.6%.

Hackathon
In 2021, Grupo Financiero BBVA México once again held the Hackathon; event where more than 800 young men and women from Mexico, Spain, Colombia and Peru developed innovative solutions to the challenges posed from different areas.

Transparent, Clear and Responsible (TCR) Communication

The Transparent, Clear and Responsible (TCR) Communication consists of defining the basic criteria of action and the necessary guidelines to apply the maximum possible simplicity to all the communication of products and services and in all the points of contact with the customer and with the interest groups through the following channels:

Commercial documents

Public website

Applications

Customer services

Campaigns

Grupo Financiero BBVA México ranked 1^th given its TCR result in the Recommendation Index, with a score of 51.4.

Security, Privacy and Customer Protection

Data Protection Office

Because the privacy, security and protection of its customers is a key priority, in 2021 Grupo Financiero BBVA México created the Data Protection Office (DPO).

It is responsible for ensuring compliance with the regulations on personal data, so that, in each initiative carried out where personal data is processed, the DPO has verified that the appropriate administrative, technical and physical security measures are in place to protect personal data, guaranteeing the confidentiality, integrity and availability of each personal data system they possess.

Personal Data Protection Mailbox

The Personal Data Protection Mailbox (protecciondedatospersonales.mx@bbva.com) is available to customers for the purpose of reporting and dealing with any type of complaint, comment or situation regarding the protection of Grupo Financiero BBVA México’s customer and/or user data.

Responsible Commitment
to the Employee

At the end of 2021, Grupo Financiero BBVA México’s workforce was made up of 40,383 employees. This represents an increase of 8% compared to 2020.

52% of Grupo Financiero BBVA México’s workforce is made up of women.

25% of the management positions of Grupo Financiero BBVA México are held by women.

Talent attraction

BBVA ranked 1^st in the Employers for Youth survey in 2021.

Grupo Financiero BBVA México has continued to position itself as one of the most attractive companies to work for, this year obtaining third place in the ranking of "The Most Attractive Employers in Mexico 2021" by Universum.

Talent development

40,260 trained employees in 2021; 8.85% more than in 2020.

Training hours

	2018	2019	2020	2021
Hours of in-person training	820,783	786,116	336,721	412,342
Hours of training through e-campus	1,069,642	993,811	1,863,382	1,460,244
Total	1,890,425	1,779,928	2,200,103	1,872,585
Average hours per employee	52	47	59	47

As a result of the pandemic in 2020, the #YoMeFormoEnCasa campaign was promoted. In 2021, when gradually returning to work at headquarters and branches, the number of training hours decreased.

Sustainability training

Delivery of the first "Sustainability Express" course for all employees: 86,758 training hours in 2021.

In line with our strategic priority, more specialized sustainability training was carried out this year.

Anti-corruption training

2020	2021
33,610	2,810

Values training

2019	2020	2021
76,078	204,228	60,856

Information security training

2018	2019	2020	2021
190,317	8,694	14,282	189,870

Human rights training

2018	2019	2020	2021
7,474	18,489	7,436	9,785

Occupational health and safety

As part of the front against the COVID-19 pandemic, GFBB continued to implement various measures to guarantee comprehensive protection for its employees:

Permanent campaign to prevent contagion and raise awareness about the virus.
Awareness campaign about vaccination against COVID-19.
Detection and reintegration of a group classified as a vulnerable group in accordance with government health protocols.
Updating of COVID-19 protocols.
Follow-up of the recurring testing program for mobility positions.

Physical and emotional well-being

During 2021, Grupo Financiero BBVA México joined forces to strengthen the Work Better, Enjoy Life (WB, EL) initiative, which seeks to guarantee the comprehensive well-being of each one of its employees to achieve having more engaged and balanced work teams.

Through the virtual workshops on Productivity, Resilience, Life Balance, Meditation, Mental Health and Managers, 24,784 individuals have benefited.

In its first virtual broadcast, more than 6,000 employees participated, losing more than 13 thousand kilograms together as part of the Tu Bienestar Challenge.

Inclusion and Diversity

Diversity and inclusion board

In Grupo Financiero BBVA México, there is a Diversity and Inclusion Board, made up of 22 members, with representation from each of the business units. Additionally, GFBB has champions and dependencies, who work on actions focused on Culture, Leadership, Processes, Talent and Disability.

Since January 2021, the Rooney Rule was implemented in all internal and external promotion processes to increase the representation of women in the shortlists and promote gender equity in management positions.

An essential part of promoting the internalization of diversity and inclusion issues is raising awareness and training employees, so that:

The D&I Board and Champions received training on Diversity.

Started the Certification Module for the Recruitment team and TCBP on Diversity and Inclusion.

Throughout the year, multiple events were held with more than 44 sessions where more than 15,000 employees registered; which include: International Women's Day, Pride Day, Non-Violence Against Women Day, Disability Day and the global Diversity Days.

Global Eco-Efficiency Plan

To continue strengthening its commitment to the environment, BBVA established in 2021 the new 2021-2025 Global Eco-Efficiency Plan (GEEP) that seeks to continue promoting GFBB in its transition to a sustainable future. This plan defines three axes for managing BBVA's direct environmental impacts:

Reduction of consumption as the main lever to minimize the direct impact of BBVA's operation.

Awareness of employees and other stakeholders about the transition to a low-carbon economy.

Compensation of residual emissions through the acquisition of credits in Carbon Market projects to achieve zero net emissions.

Sustainable construction

	2021 Achievement	2021 Goal
Certification	21%	21%

Energy

	2021 Achievement	2021 Goal
Renewable electricity (%)	75.00%	72.00%
Electricity consumption (MWh)	-4.81%	-1.50%
LP gas consumption (liters)	-71.25%	-10.00%
Natural gas consumption (m³)	-43.06%	-10.00%
Diesel consumption (liters)	-8.06%	-2.00%

Emissions

	2021 Achievement	2021 Goal
Total emissions (tCO_2e)	-100%	-100%

Water

	2021 Achievement	2021 Goal
Water consumption (m³)	-12.12%	-0.50%

*Base year 2019. In 2019, the volume of water extracted is considered.

Paper consumption

	2021 Achievement	2021 Goal
Total paper consumed (kg)	-30.46%	-1.00%

Managed waste

	2021 Achievement	2021 Goal
Total waste (kg)	-76.57%	0.00%

*Base year 2019.

Responsible Suppliers
and Purchases

Grupo Financiero BBVA México seeks to create value in a sustainable manner through its entire supply chain; therefore, the Group’s relationships with its suppliers are governed by a series of documents that extend GFBB's ethical, social and environmental responsibility to this stakeholder group. These documents are available in the supplier portal for consultation:

Code of Conduct

Code of Ethics for Suppliers

Responsible Purchasing Policy

Corporate Standard for the Acquisition of Goods and Engagement of Services

New Evaluation of Suppliers

2021 was a year of innovation and changes towards continuous improvement in the area of Responsible Suppliers and Purchases, since a new methodology was implemented at Group level during the year to evaluate all BBVA suppliers. The new methodology consists of a corporate scheme for assessing the Risk Level, which provides for the common criteria for all of BBVA and which makes it possible to assess suppliers with which it is currently active and, of course, all those with which it is going to establish a relationship in the future. As specified in the Standard for the Acquisition of Goods and Engagement of Services, this evaluation applies only to manageable expenses within and outside the Purchasing perimeter.

Supplier homologation	2019	2020	2021
Total number of suppliers that entered the approval process	2,026	2,744	3,514
Number of suppliers subject to homologation	1,768	2,512	2,668
Percentage of purchases from suppliers that have participated in the homologation process	96%	98%	99.54%*

*To determine this percentage, only suppliers that meet the applicable criteria of the homologation process and those awards made during the 2020 period are considered without considering regularizations.

The number of approved suppliers in 2021 increased 6% compared to the previous year.