Financial Health
Core solutions within the BBVA App:
Balancing income and expenses. Within the Financial Health section, we help customers take control of their finances with a clear overview of income and expenses, both automatically categorized.
Saving: We developed the BBVA Plan functionality to facilitate goal-based savings. BBVA Plan features automated rules tailored to each customer, allowing them to define a goal, a timeframe, and a target amount.
Investing: We guide our customers through BBVA Invest, considering their risk profile and investment horizon within a portfolio managed by experts.
During 2025, 11.7 million customers used at least one financial health functionality monthly in the BBVA App, generating more than 117 million interactions.
Financial Education
In 2025, the Financial Education strategy focused on fostering behavioral changes to improve financial well-being in Mexico through three pillars: employees, customers, and society.
During the year, BBVA México’s Financial Education program reached and benefited 16.8 million people.
Customer Service
In 2025, 86% of the clarifications received in the first instance resulted in a favorable resolution for the customer; of these, 88% were resolved through the First Contact Resolution (FCR) framework
The Specialized Customer Service Unit (UNE) acts as a second instance for handling complaints and claims, including cases presented before CONDUSEF (National Commission for the Protection and Defense of Users of Financial Services). During the year, 31,753 claims were processed, with an average resolution time of 7 days.
Accessibility
At the close of 2025, BBVA Mexico consolidated its leadership in inclusion as a pioneer in implementing specialized service units for People with Disabilities (PwD) and Seniors through its Customer Care Center (CCC), strengthening autonomy and access to financial services.
Accessibility in Physical Spaces
As part of BBVA Mexico’s commitment to inclusion and the elimination of barriers for people with disabilities, reasonable adjustments were made in 47 branches in 2025. These adjustments were mainly focused on improving access, architectural adaptations, and mobility and orientation conditions. Based on diagnoses and specific requests, these interventions prioritize functional and sustainable solutions that eliminate barriers and guarantee equitable and safe environments for both customers and employees, while also fostering their autonomy.
Commitment to Our Customers
We are RCP: Radical Client Perspective
We are moving forward by radically incorporating the client's perspective into everything we do, prioritizing a model that reinforces BBVA’s role as an ally to individuals and businesses in an increasingly complex environment.
We are committed to gaining a deep understanding of our customers' real needs and anticipating them. This is what we call 'Radical Client Perspective' (RCP): the core axis of our transformation, placing the customer at the heart of every decision.
Open Market Insights: Measuring Perception
Understanding the perception of both customers and non-customers is fundamental for BBVA México. To this end, the institution continues to refine its measurement instruments to identify strategic strengths and opportunities regarding the quality of service and experience it delivers.
Open Market Recommendation Index
Points Above the Closest Competitor
Commercial Banking
+23
Enterprise and Government Banking
+29
SME Banking
+4
Telephone Banking
+1
Mobile Banking
+2
Automated Teller Machines (ATMs)
+15
Net Promoter Score (NPS)
Retail Banking Customer Perception
Wholesale Banking Customer Perception
Banking Variation from
2024 to 2025
Banking
Variation from 2024 to 2025
Commercial Banking
-0.2
Enterprise and Institutional Banking
-1
Wealth and Private Banking
-2
Mortgage Banking
-0.7
SME Banking
+0.1
Consumer Finance
-3.6