BBVA Bancomer/2018 Annual Report

Payroll portability Payroll portability is a right of all payroll recipients to choose the bank at which they would like their receive their salary. BBVA Bancomer remains the number one bank when it comes to payroll portability, having now earned the achievement for the third year in a row in 2018, ending the year with 385,000 completed portability requests. New payroll accounts in 2018 BBVA BBVA + + BBVA Digital results were outstanding, providing a further illustration of BBVA Bancomer's commitment to digital transformation, with 70% of portability requests completed via digital channels, almost double the figure reported a year earlier. Branches 2017 59% People choose BBVA Bancomer to receive their payroll thanks to the numerous benefits it offers, notably: • Having the most extensive network of ATMs and branches close at hand. 2018 30% The sheer convenience of being able to manage their wages 24 hours a day via Bancomer Mobile/BBVA Mexico app, BBVA Wallet, BBVA Send and BBVA Plan. • Special access to lower rates on loans and credit. Free life insurance for accidental death. At year-end 2018, BBVA Bancomer accounted for 64% of the approved portability market. Despite being slightly down on the previous year, the Bank's results remain strong when compared with its competitors. Portability requests accepted 2017 76% 2018 64% 50 345 thousand Total 2017 Bcom 10% Bmóvil 31% 1% 69% 385 thousand Total 2018 In 2018, the Bank earned a net promoter score of 90 for portability, 8 points above its score in 2017. Payroll portability campaigns BBVA Bancomer launches regular campaigns to inform customers and non-customers alike of their right to choose the bank at which they would like to receive their payroll deposit. With its customers firmly in mind, BBVA Bancomer has researched and found that people interested in moving their payroll have natural doubts and fears about the process; knowing this, it relies on communication to stress just how safe and reliable payroll portability is. Target 2019 • Increasing the percentage of digital portability requests completed via digital channels. Maintaining BBVA Bancomer's status as the nation's favorite bank for receiving their payroll. • Increasing the number of new customers through payroll portability by unlocking the value of innovation when arranging accounts. BBVA Bancomer/2018 Annual Report

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