BBVA Bancomer/2018 Annual Report
Complaints made to CONDUSEF
B
2018
B
2017
Total complaints presented
B
2018
B
2017
22,989
-0.64%
23,135
annual
38,866
-0.26%
38,967
annual
Complaints resolved in the customer's favor
B
2018
B
2017
13,321
Complaints resolved in the Bank's favor
B
2018
2017
21,826
+38.97%
annual
16,649
25,307
Average number of days to address a complaint
B
2018
B
2017
8
9
-52.00%
annual
-12.50%
annual
46
In 2018, BBVA Bancomer
reported its best ever
result under the User
Service Performance
Rating (known as
IDATU)*, cearning a
cumulative Score of
8.26, cto close out the
third quarter of 2018 in first
place under G4.
BBVA Bancomer obtained its
cbest ever score for
IDATU Insurance, cwith a
rating of 8.51, placing the Bank in
third place in the ranking
of insurers with more than
1,000 claim folios per year.
* See glossary.View entire presentation