BBVA Bancomer/2018 Annual Report

Social media As part of the Unique Experience vision, social networks are an important channel of communication between BBVA Bancomer, customers and the community. The Bank can use the social networks to create a customer experience that sets it aside from its competitors as it focuses on financial literacy. Last year was no exception in terms of the Bank's accomplishments via the social networks, notably: • • • •Account set up on Instagram to generate more personalized and unique engagement with customers. By being able to generate "stories" on Instagram, the Bank has taken the letters "BBVA" as its four main pillars in sharing the unique experiences of its employees and customers: > Behind the scenes > Beyond success > Life and style › Architecture Being the first bank to have a certified WhatsApp account. This new initiative offers customers and non-customers alike a virtual assistant to: > Provide immediate advice on products and services via WhatsApp (55 5226 2663) or Facebook Messenger (www.facebook/BBVA Bancomer), available 24 hours a day, seven days a week. > Help find the nearest branch or ATM. > Publicize offers and promotions in nearby stores. In 2018, the level of service rose to 98%, meaning 98 out of every 100 users received a response in under 15 minutes. The average response time was eight minutes. There is complete security in the processing of data. Users can head to "View contact" in WhatsApp to see that the security certificate shows a green tick. BBVA Bancomer NEVER requests personal or banking information via this app. Total followers, broken down by social network f Facebook 1,441,356 Fans Twitter 184,741 Followers O YouTube 44,431 Subscribers Instagram 9,763 Followers Information at January 2, 2019. in LinkedIn 82,188 Followers

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