A new standard in customer experience is one of our Strategic Priorities

We want to ensure that the customer experience is distinguished by its simplicity, transparency, and swiftness, to further the customers empowerment and to offer them personalized advice

Our value proposition with clients evolved with focus on several value streams

Open Market

Becoming a customer is very simple

Do it yourself (DIY)

Customers can do everything from their App

Physical & Human touchpoints

Build a scalable model that combines the best of technology and human advice


Help customers to achieve life goals and peace of mind

Smart interactions

Leverage our billions of customer interactions to proactively offer personalized content, products and experiences

Net Promoter Score

Our quality and customer experience model places the customer at the center of decisions, with a very clear and ambitious goal: to offer a differential service, regardless of the channel of communication they choose and to allow to be leaders in customers satisfaction in all the geographical areas in which it operates

Peer Group: Spain: Santander, CaixaBank, Bankia, Sabadell // Mexico: Banamex, Santander, Banorte, HSBC // Turkey: AKbank, Isbank, YKB, Deniz, Finans // Peru: Interbank, BCP, Scotiabank // Paraguay: Continental, Itau, Regional // Uruguay: ITAU, Santander // Colombia: Davivienda, Bancolombia, Banco de Bogota.

TCR Communication

We help our customers make informed decisions, we improve customers relationship with the Bank, we look out for their interest and make BBVA the most transparent and clearest bank in all the markets where it operates

Lines of work in 2018:

Implement the TCR principles as they pertain to new digital solutions

Incorporate the TCR principles in the key content intended for customers

Spread TCR principles throughout the Group, by means of training provided in workshops

Solutions launched in 2018

Through new ways of doing things and organizing (working in agile and applying new operating model) we prioritize development of solutions, which creates a greater alignment and coordination at the Group level and motivates the developments of global solutions

Global Solutions

GloMo (Global Mobile), a mobile banking platform developed globally by BBVA that is already available in Mexico and Uruguay and is expected to be launched in Peru

Solutions by countries