BBVA Bancomer/2018 Annual Report
Responsible customer experience
BBVA Bancomer seeks to offer its customers the best banking solutions, while Experiencia Única (Unique Experience)
helping them make the right financial decisions and having a positive impact
on their lives.
This means offering customers an experience which stands out for its
simplicity, transparency and swiftness, in turn empowering our customers and
bring them personalized advice.
In a bid to reach that objective, the Bank has been working hard to strengthen its customer service
processes, remodel branches and promote financial literacy, while safeguarding data security,
privacy and protection at all times, along with data integrity.
Satisfying the needs of customers is an essential pillar in the ongoing evolution of BBVA
Bancomer.
In a bid to align customers' needs with the Group's own values, the Unique Experience area was
turned into a general department in 2018 to help make the new transformation of the Customer
Experience a reality.
During the same year, more than 30 Unique Experience Models were implemented across
different areas and departments of the Bank, resulting in greater commitment among
collaborators and generating extraordinary services that provide better brand perception
and more satisfied customers; making BBVA Bancomer a leader when it comes to customer
service. The Bank ranks first on the Net Promoter Score index, which is used to gauge
customer satisfaction.
Our Unique Experience mission entails:
:
220
3.290
Placing the client at
the heart of everything
the Bank does.
Setting a new standard
for the customer
experience and
employee experience.
41
11
(
Being a core element
of the constant
transformation at
BBVA Bancomer.
Unique Experience means achieving
excellent customer service
and constantly exceeding their
expectations. This is how BBVA Bancomer partners
and employees develop products and services that enable
the customer experience: We are the Unique
Experience and we make it what it is.
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