Investor Presentaiton

Fast Moving to Self-service with Quality Móvil Web NPS 4Q 69 67 Served by staff Self-service 10 6 5 4 3 ATM 2 WEB and Mobile 7 816 Transaction Change Dec vs Feb Account statement 522% Check deposit 1,108% 3 Mobile bill payment 99% 4 Transfers 110% Credit card mobile payment 65% 6 Credit/debit card mobile dispute 52% 7 Branch Temporary credit card lock/unlock 94% Contact Center 8 Credit card mobile activation 38% 9 Account and transaction balance 89% Physical Remote 10 Mobile top-up 63% 22 27 Eco Hist DB NIM Rev C/I NI Div ROE LD Dep Loan ICAP BAP Guid Mkt App 8 GRUPO FINANCIERO BANORTE

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