BBVA Bancomer/2018 Annual Report

Glossary Concept Global Reporting Initiative Integrated Report Definition Acronyms Concept Independent international organization that created the first standard for sustainability reporting. GRI Carbon Disclosure Project Integrated reporting is an evolution of corporate reporting, with a focus on conciseness, strategic relevance and future orientation. Integrated reporting makes the reporting process itself more productive, resulting in tangible benefits. http://integrated reporting.org/ IR AA1000: Stakeholder Engagement Standard Principle under AA1000: Inclusiveness Principle under AA1000: Materiality Principle under AA1000: Responsiveness Net Promoter Score Principles for Responsible Investment United Nations Global Compact This standard guides organizations in establishing a relationship with their stakeholders and ensuring their integration into business strategy and operations. https://www.accountability.org/wp-content/ uploads/2016/10/AA1000SES_2015.pdf Inclusivity is the participation of stakeholders in developing and achieving an accountable and strategic response to sustainability. An inclusive organization accepts its accountability to those on whom it has an impact and who have an impact on it. Determining the relevance and significance of an issue to an organization and its stakeholders. A material issue is an issue that will influence the decisions, actions and performance of an organization or its stakeholders. Responsiveness is an organization's response to stakeholder issues that affect its sustainability performance, and is realized through decisions, actions and performance, as well as communication with stakeholders. Measures the customer experience and predicts business growth. This metric provides the core measurement for customer experience management programs worldwide. An initiative that works to achieve a sustainable global financial system by encouraging adoption of the Principles and by fostering good governance, integrity and accountability, and by addressing obstacles to a sustainable financial system that lie within market practices, structures and regulation. Program developed by the United Nations that seeks to transform the global market, creating a more sustainable and responsible private sector based on 10 principles in areas related to human rights, labor, environment and corruption. NPS PRI 114 Definition Sustainable Development Goals User Service Performance Rating Organization that supports companies and cities in disseminating the environmental impact of large corporations. Program developed by the United Nations that consists of a set of global objectives to eradicate poverty, protect the planet and ensure prosperity for all as part of a new sustainable development agenda. Known as IDATU, this indicator is read by CONDUSEF with the aim of benchmarking the effectiveness of the customer service and support provided by Mexican financial institutions. Acronyms EC ODS IDATU BBVA Bancomer/2018 Annual Report

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