Key indicators and achievements in 2011 and goals for 2012

Highlights of the four core elements of CR policy

	2011	2010	2009
Financial literacy
Number of beneficiaries of the Global Financial Literacy Plan ⁽¹⁾	814,483	416,325	30,734
Financial inclusion
Number of direct and indirect beneficiaries of the BBVA Microfinance Foundation (millions)	3.7	2.5	2.0
Number of customers of the BBVA Microfinance Foundation	948,508	620,584	499,961
Total amount of microcredits granted by the BBVA Microfinance Foundation (million euros)	737	432	323
Average microcredit from the BBVA Microfinance Foundation (euros)	1,052	696	717
Responsible banking
Customer satisfaction index ⁽²⁾	5.31	5.27	5.22
Employee satisfaction index (%) ⁽³⁾	n.a.	90	n.a.
Supplier satisfaction index (%) ⁽³⁾	n.a.	79	n.a.
Hours of training per employee	48	43	38
Women in senior management (Management Committee and corporate managers/senior managers) (%)	9/19	10/18	9/18
Ratio of men to women (%)	48/52	48/52	48/52
Number of volunteers	4,328	5,268	5,193
CO2 emissions per employee (t) ⁽⁴⁾⁽⁵⁾	4.21	4.05	3.92
Paper consumption per employee (t)	0.13	0.13	0.13
Water consumption per employee (m³)⁽⁴⁾⁽⁶⁾	43.86	48.88	50.30
Electricity per employee (MWh) ⁽⁴⁾	9.07	8.72	9.28
Number of employees in ISO 14001 certified buildings	20,267	16,593	10,455
Community involvement
Resources allocated to community involvement (million euros)	74.244	76.03	79.06
Resources allocated to community involvement over net attributable profit (%)	2.47	1.65	1.88
Number of children receiving scholarships under the Niños Adelante project	61,436	60,099	56,178

Note: t = metric tons (1) In 2011, the calculation criteria was modified to adapt to the academic calendar, such that the data for the program in Spain and Portugal is assigned to the second part of the academic year. Likewise, the series has been recalculated from 2009 to app (2) Data for Spain on a 1-7 scale (3) Biennial survey. (4) The water, electricity and CO2 indicators for previous years have been updated, primarily due to the incorporation of data from The United States that was under review at the time the 2010 information was published. (5) The CO2 emitted per employee includes BBVA Spain’s purchase of green energy. (6) Preliminary 2011 data. Scope: BBVA Group

Progress 2011 and goals for 2012

Subject		Main CR objectives in 2011	Progress made	Compliance objectives 2011 verified by Deloitte	Objectives for 2011
CR principles and policies		Report regularly (at least once a year) to the Board of Directors	Two reports (one from the Director of CRR, in May, and another from the Chief Operating Officer, in December)	100%	Report regularly (at least once a year) to the Board of Directors
CR principles and policies					Approve the 2012-2015 CRR strategic plan
Stakeholders		Include CSR-ESG (environmental, social and governance) issues in Investors Day 2011 Extend the customer and shareholders loyalty to social projects	Investors Day did not take place CSR-ESG issues were incorporated into the quarterly institutional presentation of the Chief Operating Officer	0%	Create the ESG Investment Committee and hold 2 sessions
Financial literacy		Consolidate the figures for the “Valores de Futuro” (Future Values) program for 2010-2011 in Spain (578,000 students and 3,060 schools) and in Portugal (100,000 students and 600 schools)	In the 2010-2011 edition of “Valores de Futuro”, a total of 583,442 students at more than 3,000 schools have participated	100%	4,300 schools and more than 755,000 beneficiaries with the “Valores de Futuro” program in 2011-2012. (Spain: 3,500 schools and 650,000 beneficiaries and Portugal: 800 schools and 105,000 beneficiaries)
Financial literacy		Reach 5,100 beneficiaries in South America and 400,000 in Mexico with the “Adelante con tu Futuro” (Forward with your Future) program and assess the impact with participants in Mexico	291 beneficiaries in Chile and 120 in Uruguay Venezuela started its online financial literacy workshops BBVA Bancomer gave personal finance workshops that benefitted 400,000 people	50%	405,000 beneficiaries with the “Adelante con tu Futuro” program (Mexico 400,000 and South America 5,000)
Financial inclusion		Extend the operating presence of the Microfinance Foundation from the current 6 countries (Argentina, Chile, Colombia, Panama, Peru and Puerto Rico) to 9	New entity in Chile (Fondo Esperanza) Public-private partnership with the Authority of Micro, Small and Medium Enterprises of Panama (AMPYME)	0%	Close two new operations. Operating presence in another country
		Extend the BBVA Microfinance Foundation’s current customer base of 620,584 by 20%	Nearly 1 million customers in Latin America, with a social impact of more than 3.7 million people	100%
			2 million more customers in Mexico and 1 million more in South America	n.a.	Continue expanding the customer base by strengthening the banking penetration process
Responsible banking	Customer focus	Approve a corporate manual for Group-wide transparent, clear and responsible (TCR) communication and design local implementation plans	The corporate manual was approved	25%	Design a TCR communication implementation plan in Spain
			Joint global seminars with Global Retail and Business Banking and Communication and Brand with the development of communication plans by segment, including CR topics	n.a.	Carry out “people centricity” training workshops for segment managers
	Responsible finance	Set up a social, environmental and reputational risk committee, expanding the scope of the current Equator Principles committee	Creation of the Social, Environmental and Reputational Risk (SER) Committee	100%	Hold two sessions of the SER Committee
	Human resources	Boost initiatives that promote equal opportunity, the life/work balance and gender diversity, and extend the Genera social networking diversity tool throughout the Group	Principal needs observed in the BBVA Group in terms of gender diversity, equal opportunity and work/life balance. Fields of action have been identified. Defined corporate initiatives to launch and develop	75%	Implement and promote the corporate initiatives approved in each of the areas/countries Evaluate progress of gender diversity after their implementation
	Responsible investment	Analyze the possibility of extending the exercise of voting rights to other geographical areas (currently only in Spain)	Efforts have been made in preparing the necessary mechanisms to extend the exercise of voting rights to European companies for 2012	25%	Extend the exercising of voting rights to European companies
	Responsible procurement	Approve and implement the sustainable procurement policy in the Group	Hiring of consulting services, diagnostics drafting and action plan	0%	Approve and implement the responsible procurement of the Group
	Environment	Increase the number of people working in ISO 14001 buildings by 20%	20,267 people in ISO 14001 buildings, marking an increase of 22%	100%	The 2012 objective was achieved in 2011
Community involvement		Consolidate the 60,000 children who benefit from the “Niños Adelante” (Forward, Children) program	More than 60,000 primary and secondary school children were able to continue their studies and, thus, their families could also benefit (350,000 people)	100%	Reach 65,000 children who benefit from the “Niños Adelante” integration scholarships program
Community involvement		Launch a global BBVA program to support social entrepreneurs	I Edition of the Momentum Project successfully launched in Spain. 10 entrepreneurs supported, 7 sponsored Approval of the creation of an investment vehicle with €3 million Youth Entrepreneurial Program in Latin America	100%	II Edition of the Momentum Project in Spain I Edition of the Momentum Project in Mexico and Peru Youth contests and workshops

The “Non-financial Information” section in this Annual Report 2011 adheres to the structure of Corporate Responsibility policy (RC) strategic areas and is completed on BBVA’s CR website, bancaparatodos