BBVA Bancomer/2018 Annual Report

TCR product leaflets These documents are available to the Commercial Banking network and provide a brief and clear description of all products and services offered by the Bank. Information is presented with the reader's best interests at heart. The aim is to provide them with all the information needed to make the right decisions. To help create a Unique Experience and to facilitate the digital transformation, TCR and the Financial Literacy department have joined forced to publish data sheets on the Bank's website that are essentially the same as the product data sheets. Clear language must be used at all times and the information must be structured so as to enable the customer to understand the benefits and costs of each product. Good financial information and reporting has been incorporated into this new initiative: https://www.bancomer.com/personas/productos/tarjetas-de-credito/platinum.html At year-end, a total of 83 data sheets had been published for the main products and services marketed and sold by the Commercial Banking division. TCR contracts This initiative involves reworking current customer contracts and structuring them more intuitively with language that is easy to understand. BBVA Bancomer has now incorporated TCR principles into a contract intended for customers. TCR indicators TCR indicators measure the customer's perception of the transparency and clarity of the products and services offered by BBVA Bancomer when compared with those offered by its competitors. Among the best rated banks, BBVA Bancomer ranked first for customer satisfaction. Target 2019 Ensure that customers continue to view us as the most Transparent, Clear and Responsible bank. 53 33

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