BBVA Bancomer/2018 Annual Report

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. Based on its own core values, and fusing these with the Unique Experience model, the Agile methodology and the ongoing Digital Transformation, BBVA Bancomer has a clear strategy in place: putting the customer at the heart of everything the Bank does and having a positive impact on the lives of people and companies. In other words: "Bringing the age of opportunity to everyone". 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 continued to rank as the number one bank in Mexico, standing 4.2 points clear of its nearest competitor based on the results of the polls and surveys on BBVA Bancomer and its main competitors. The Bank also leads the market when it comes to transparency and clarity of information. A total of 11,135 surveys were conducted, broken down as follows: Net Promoter Score This index aims to measure customers' perception of BBVA Bancomer and the service they receive. Said reading is secured via telephone surveys, electronic surveys and organic surveys (surveys built into applications). It is used to identify the Bank's strengths and opportunities for future improvement in the following areas: Channels 8 Networks and segments Products and services After scrutinizing the results, the Bank works with the departments and areas involved to establish action plans and improvements. In 2018, a specific action plan was devised for 90% of the areas of opportunity to have been identified. Volume of surveys conducted on Bancomer customers Channel Telephone banking Online banking ☑ Mobile Banking T ATMs Digital Number of surveys Points above nearest rival Commercial Network 3,584 2.5 Wealth management and Number of surveys Change December 2018 vs. December 2017 586,872 Up 2 points 10,934 Up 5 points private banking 2,208 4.3 2,208 6.4 Business and government banking 4,187 Up 8 points 3,135 9.9 G Mortgage business 6,018 Score unchanged $ Consumer finance 5,771 Score unchanged BBVA Bancomer outclassed its competitors across all channels in 2018. 44 BBVA Bancomer/2018 Annual Report

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