BBVA Bancomer/2018 Annual Report

Total claims by service and by product in 2018 33.47% 17.30% 11.18% 10.58% B Credit card 9.64% 5.18% B Savings Other highlights in 2018 that further strengthen the customer experience included: The creation of a specialized desk to review cases. Setting up the First Contact Resolution (FCR) program, which effectively reduced the number of incidents passed on to other areas or departments, thus helping to resolve more cases on the customer's first contact with the Bank. 4.47% 1.24%* 6.94% B Debit card B ATMs B Bancomer mobile B Credits B Bancomer.com A new corporate office dedicated to customer service and support was opened in the city of Guadalajara. The office also receives cases that have been escalated from the branch network and stages conciliation proceedings to encourage customers to drop their case. The following table provides key figures for each office: B Credit Bureau B Others 47 Polanco Office/branch Torre BBVA Bancomer Guadalajara Number of contacts 1,795 832 625 Toughening and standardizing rules and criteria for analyzing and reviewing cases. Creating an engagement area with other internal fronts to improve customer service. Developing the "CONDUSEF telephone support cell": a team of specially trained individuals adept at tracking and monitoring the claims that reach CONDUSEF, requiring them to maintain constant communication between the Bank and the customer. Target 2019 Improve our position in the IDATU for Banking and Insurance. BBVA Bancomer/2018 Annual Report

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