BBVA Bancomer/2018 Annual Report
Transparent, Clear and Responsible
(TCR) Communication
GRI 417-1, 417-2, 417-3, 103-1, 103-2 and 103-3
BBVA Bancomer has defined a set of guidelines to help generate strong ties
with its customers. These come into play during various points of contact
with the customer, including: Commercial Documents, Public Website, Apps
and Customer Service.
The TCR project was launched in 2014 to foster transparent, clear and responsible relations
between BBVA Bancomer and its customers. The aim is to get customers to view BBVA Bancomer
as a transparent bank that looks after their interests and helps them make informed decisions,
thus creating a relationship of trust while also attracting new customers.
Transparency
01 Provide customers with all the relevant information.
02 Give the same visual relevance to advantages/benefits as you do to risks/
costs/obligations.
03 Ensure that the main message is valid for most of the audience.
04 Remember that the relevant information will vary, depending on the customer
profile, the step in the process and the product.
05 Use the appropriate channel, so that the relevant information can be given.
TOC
R
Clarity
06
Use a good structure and visual images to facilitate understanding and
navigation.
07
Ensure that the graphic elements provide a realistic and intuitive image.
08
Use clear language that is easy to understand.
09
Keep the use of small print to a bare minimum (if it must be used, make
sure it is clear).
10
Foster accessibility. For audiovisual productions, use subtitles and include
only what actually matters.
BBVA
BBVA
Responsibility
11 Look after the customer's interests in the short, medium and long term.
12 Support the customer.
13 Champion financial health.
14. Give customers control over their relationship with the bank.
15 Use customers' personal information responsibly.
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