Banco Bilbao Vizcaya Argentaria, S.A.
In their words
“As you can see in the right hand side of the slide, the customer satisfaction measured by the net promoter score it improved by 10 percentage points in the last five years.”
“And our customer satisfaction in Mexico, which is a very important metric for us, is 61. Our NPS is 61.”
“We also like very much the results of our Net Promoter Score surveys that we do every six months in the open market, asking customers and non-customers whether they recommend the bank.”
Disclosed NPS over time
Every Net Promoter Score Banco Bilbao Vizcaya Argentaria, S.A. has published, by date.
NPS disclosures (44)
Information on remuneration Meanwhile, the result of the Net Promoter Score (NPS) indicator closed the year slightly below the established target in the different segments, notwithstanding the particularly good performance of Turkey and Colombia and,…
…M 150% Enterprises Fee Income 10% € 2,350 M € 2,577 M 110% — — — — Efficiency ratio — — — — 20% 41.13% 40.00% 118% Net Promoter Scale (NPS) 2 15% 100 91 91% 15% 100 102 102% Target customers 2 15% 100 112 112% 15% 100 97 97% Channelling sustainable…
…with OpenAI to build a radically customer-centric proposition and to drive a more productive and efficient operating model Radically adopting the customer perspective (1) Net Promoter Score as a measure of customer satisfaction for individual customers.
231 Meanwhile, the result of the Net Promoter Score (NPS) has been particularly good in enterprises segments and in countries such as Mexico, which has led to an overachievement of the established target.
ANNUAL INDICATORS (TARGETS 2024 ) Weighting Net attributable profi t 20% RORC 20% Effi ciency ratio 20% Net Promoter Score (NPS) 15% Target customers 15% Channeling of sustainable business 10% LONG-TERM INDICATORS (TARGETS AS OF 2027) Weighting Tangible…
As you can see in the right hand side of the slide, the customer satisfaction measured by the net promoter score it improved by 10 percentage points in the last five years.
…by our digital strategy 1 MOBILE PENETRATION NPS LEADERSHIP POSITION (PENETRATION OVER TOTAL ACTIVE CUSTOMERS) (NET PROMOTER SCORE) 75% 1 51% SPAIN MEXICO PERU 2019 2024 Top 3 in other countries GLOBAL RETAIL MOBILE APP (DECEMBER 2024) BBVA GROUP…
…indicators Attributable Profit 20% RORC 20% Efficiency ratio 20% Non-financial indicators Net Promoted Score (NPS) 15% Target customers 15% Mobilization of sustainable financing 10% The Long-Term Incentive reflects the performance over a…
…following: ANNUAL INDICATORS (MEASUREMENT 2023) WEIGHTING Net attributable profit 20% RORC 20% Efficiency ratio 20% Net Promoter Score (NPS) 15% Target customers 15% Mobilization of sustainable financing 10% 1 In accordance with Circular 4/2013 of the…
As you can see in the right-hand side of the slide, the net promoter score, it continues improving in the group with clear leadership positions across the main countries of our footprint.
(2) Net Promoter Score among large banks in their respective countries. Market share gain in all our countries, growing in the most profitable segments LOAN MARKET SHARES1 Total Loans Consumer + CC Business Loans SPAIN MEXICO TURKEY Var.
Our clients are very much engaged with the BBVA Mexico. We have a very holistic relationship with them and strong NPS.
Following these measures, satisfaction among customers 65 and older has improved by six percentage points based on the Net Promoter Score (NPS) since December 2021.
…10% RORC 10% 10% 10% Efficiency ratio 10% 15% 10% Gross Margin — — 10% Non-financial indicators Net Promoted Score (NPS) 10% 15% 10% Mobilization of sustainable financing 10% 10% 10% Digital Sales 10% 10% 10% Target Customers — — 10% Enterprise…
…share 15% 10% indicators Profitability RORC 10% 10% Efficiency Cost-to-income ratio 10% 15% Customer satisfaction Net Promoter Score (NPS) 10% 15% Non-financial Sustainable development Mobilisation of sustainable financing 10% 10% indicators…
(2) Net Promoter Score among large banks in their respective countries.
Moreover, BBVA customers are increasingly satisfied with the bank, as reflected in the NPS (Net Promoter Score), which has increased 5 percentage points over the past 12 months. € 50 billion in sustainable business Regarding sustainability, BBVA remains…
On NPS, we have NPS readings in every single country. In the case of Mexico, the gap between us, which we are number one and the second is just -- is huge.
The NPS, customer satisfaction that we have in Mexico, you cannot imagine the gap that we have with respect -- we are providing an amazing service because we have the best talent, best franchise in the country.
And on that one, we are – in the NPS ratings, in app store rankings, you can easily check it yourself as well. We are clearly better than incumbents.
…10 % 15 % 10 % Tangible Book Value per share 15 % 10 % 10 % RORC 10 % 10 % 15 % Efficiency ratio 10 % 15 % 15 % Non-financial indicators Net Promoted Score (NPS) 10 % 15 % 10 % Mobilization of sustainable financing 10 % 10 % 10 % Digital Sales 10…
…109% Customer Satisfaction (NPS) 10% 101 ● 101% - 107 ●
The users of financial health advisory tools through our app in Spain, it has an NPS, customer satisfaction, 90 percentage points higher than non-users.
…orchestration / 3 And we have delivered Differential Value Proposition Improved client satisfaction Digital NET PROMOTER SCORE Experience 1 Leader 5 years in a row (“Forrester Digital 2 Experience review”) 3 Brandpower Leading position in our…
PAYMENTS MARKET SHARES, PRIVATE BANKS NET PROMOTER SCORE AND (VOLUMES; 9M 2021) ROE BRAND POWER (PERCENTAGE, 9M 2021) (RANKING, JUNE 2021) ISSUING 24% (#1) 19.3 15.6 NPS RETAIL (#2) ACQUIRING 24% (#2) E-COMMERCE NPS SMEs (#1) 22% (#1) PEERS AVG.
As long as you have great customer satisfaction, we are by far the number 1 in NPS in Mexico. As long as you have the digital capabilities, a good chunk of our consumer loans now, they are being delivered through the mobile app.
Advice that is appreciated by BBVA clients, which is reflected in a better Net Promoter Score among users of the financial health tools in Spain in the last quarter, which is 39% higher than that of other customers.
Advice that is appreciated by BBVA clients, which is reflected in a better Net Promoter Score among users of the financial health functionalities in Spain in the last quarter, which is 10 percentage points higher than that of other customers.
The achievement of the Net Promoter Score (IreNe) has remained slightly below target. Accordingly, the Annual Variable Remuneration of the members of the Identified Staff is linked to the Group’s financial and non-financial results, all within the…
And our customer satisfaction in Mexico, which is a very important metric for us, is 61. Our NPS is 61.
BBVA obtained the highest Net Promoter Score (NPS) of the Mexican banking industry. The customer attrition rate is 54 percent lower among those who interact with the bank via digital channels.
…in higher client Lowering cost to sell and and profitable clients satisfaction and retention serve our clients Leading since 2017 -8% +33% NPS (2) Operating Expenses Digitally acquired clients -18% Attrition rate -14% +11% Branches Net fees &…
Since 2017, BBVA has led the Net Promoter Score (NPS) index in Spain and customer attrition rate has dropped 18 percent. All this in the context of a new, more efficient distribution model.
…Capital (RAROEC) 10 % 10 % 15 % Return on Regulatory Capital (RORC) 10 % 10 % 15 % Efficiency Ratio 15 % 10 % 25 % Net Promoter Score 15 % 15 % 15 % Non-financial indicators 20 % 40 % — The financial annual performance indicators have been aligned…
…client Digital client 250 184 144 100 Inquire Operate Buy *For same retail segment 2018 Results February 1st 2019 / 15 Strong client satisfaction across all countries BBVA NPS Rank Digital reduces attrition (Dec-18) (Attrition ratio %, Digital vs.
…mobilecustomers in 2019+21%39%+40%+43%21% 28% 38% 2Q18 ResultsJuly 27th 2018 / 15Leading customer satisfaction (NPS)BBVA NPS(Jun-18)SpainMexicoTurkeyPeruParaguayUruguayBest Mobile Banking AppColombiaVenezuela#1 #2Peer Group: Spain: Santander,…
As regards the Net Promoter Score (NPS), part of non-financial indicators, an improvement has been observed in nearly all geographies in relation to competing financial entities, which has resulted in a level of achievement of 107.9.
…Capital (RAROEC) 15 % 10 % 10 % Return on Regulatory Capital (RORC) 15 % 10 % 10 % Efficiency Ratio 25 % 15 % 10 % Net Promoter Score (NPS) 15 % 15 % 15 % Non-financial Indicators — 20 % 40 % These annual financial indicators are aligned with the…
2016 TBV/Share1 + Shareholders remuneration 0.30 +3.2% 05 Focus on shareholder value 0.08 5.69 YtD 5.73 Dec-16 Dec-17 (1) Tangible Book Value per share 06 Accelerating our Mobile customers Digital Sales NPS transformation 17.7m +44% 28% #1 Dec-17 vs.
We also like very much the results of our Net Promoter Score surveys that we do every six months in the open market, asking customers and non-customers whether they recommend the bank.
2015 #1 Mobile App 1º 63% +20 pp Online Bank 1º 43% +2 pp #1 ATMs 1º 39% +10 pp #1 Branches 1º 32% +14 pp #1 #1 Peer Group: Spain: Santander,CaixaBank, Bankia, Sabadell, Popular// Turkey: AKbank, Isbank , YKB, Deniz, Finanz / / Mexico: Banamex,…
So not only does this represent more business, but it’s also a more efficient way to drive the business, and what’s more important with higher customer loyalty and satisfaction, which is another of our priorities to drive up our NPS.
The NPS has grown from the 3% that we had at the end of last year to 12% in the reading now in June. So it’s a significant improvement.
…very correlated and in terms of generating not only more business but actually increased customer satisfaction, the NPS, the net promoter scores of customers that are heavy users or more users of the digital channels, mobile in particular, are…
Retention disclosures (0)
No retention figures yet.
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About these figures
Every figure here was publicly disclosed by the named company: press releases, annual reports, SEC filings, earnings calls and news coverage. Companies tend to publish their NPS when it is good, so these numbers run higher than a true industry average: read them as what leading companies in this vertical say publicly, not as an industry benchmark.
NPS runs from −100 to +100. Retention figures are reported as the company defines them (net revenue retention, gross revenue retention, customer retention rate, churn). Every entry links to its source in the full database.