CUSTOMER
FOCUS
FACED WITH THE CURRENT SCENARIO, BBVA HAS REINFORCED ITS
COMMITMENT TO BEST BUSINESS PRACTICES, QUALITY SERVICE,
ACCESS TO CREDIT AND TRANSPARENCY, ALL WITH A VIEW TO
FORGING LONG-TERM RELATIONSHIPS WITH ITS CUSTOMERS.
48.2
Total number
of customers
(Group)
QUALITY,
SATISFACTION
AND CUSTOMER
SERVICE
For yet another year, BBVA
continued to advance in its
commitment to quality for its
customers, which is reflected
in its professional and
personalised management model.
Thus, BBVA aims at consolidating both
customer loyalty and confidence.
In this sense, the ultimate goal is to give priority
to and develop most value-added functions that best
satisfy customers’ needs and interests. To this end,
different solutions suited to the users’ (individuals
and small businesses) real needs have been sought in
the current situation. Further information in this
chapter can be found under: Adaptability.
Proviatención: closer to the customer
85.5%
Customer
satisfaction level
(Mexico)
Proviatención is a high technology system operating in the BBVA Banco Provincial
branch network in Venezuela. It helps manage and speed up the transactions made
by customers at the branches, thus reducing the amount of time spent at the
counter, in processing and customer service. In 2008, 47 branches were
included in the Proviatención service. This tool helped achieve some of
the objectives laid down, one of which was to set minimum waiting
times in branches and keep up open and constant communication
with customers.
38.9%
Transactions over
the internet
(Group)
On the other hand, one of the main sources
of customer dissatisfaction is the irresponsible
management of complaints. In this respect, a major
milestone in the management of complaints in
2008 was the launch of the first Corporate
Complaints Management Report.
With this initiative, the BBVA Group far
exceeds the legal requirements regarding complaint
management, such as the monitoring of
compliance with transparency and customer
defence standards. It is a good practice enabling
BBVA to anticipate competitors, respond efficiently
to the new standards in this field (local regulatory
bodies, MiFID, etc.) and boost its customers’
confidence and loyalty.
CUSTOMER FOCUS
Corporate Responsibility Report 2008
21
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