Customer comes first
We are empathetic
We have integrity
We meet their needs
We made significant progress in our transformation process during 2018, based on our Purpose, the six Strategic Priorities, and our Values, all of which are fundamental pillars of the Organization's overall strategy
Our Purpose
To bring the age of opportunity to everyone
Vision and aspiration
New value proposition based on our customers' real needs
Helping our customers
to make the best financial decisions offering relevant advice
Providing the best
solutions
that generate trust for our customers, being clear, transparent and based on integrity
Through an easy and
convenient experience
Do It Yourself (DIY) through digital channels or human interaction
Our aspiration is to strengthen the relationship with the customer
Progress in transformation journey. Strategic Priorities
New standard in
customer experience
Digital
sales
New
business
models
Optimize
capital
allocation
Unrivaled
efficiency
A first class
workforce
We have the world’s best banking app
According to the Forrester Research report, we stand out above the rest of the banks for a superb balance we achieve between a wide range of useful functionality and excellent user experience
50% of our customers are digital at Group level and digital channels sales are having a very positive evolution
Percentage of the Group total sales YtD
# of transactions
PRV*
Dec 16
Dec 17
Dec 18
Figures exclude Venezuela and Chile.
Figures have been restated due to the inclusion of additional products.
(*) Product Relative Value as a proxy of a better economic representation of units sold
We continue to consolidate as one of the leading banks in terms of digital transformation and activity in the entrepreneurship ecosystem
ACQUISITIONS/
INVESTMENTS
VENTURE CREATION
VENTURE CAPITAL INVESTMENTS
We continue our efforts to promote the correct allocation of capital and improve in terms of solvency: CET1 fully-loaded up 26 basis points
CET1 fully-loaded
11.1%
11.3%
Dec 17
Dec 18
Staff guide their actions according to the Values and are genuinely inspired and motivated by the same Purpose
Our Values
We think big
We are ambitious
We break the moid
we amaze our customers
We are one team
I am committed
I trust others
I am BBVA
Materiality matrix
BBVA carries out an analysis to know and prioritize the most relevant issues for its stakeholders and thus contribute to the development of the Group's strategy.
- Issue whose importance is expected to increase, both for stakeholders and BBVA
- Most relevant issues for BBVA
Scroll the graph
Importance for the stakeholders
Importance for BBVA
Our five most relevant issues are:
- Easy, fast and DIY (Do It Yourself)
- Solvency and sustainable results
- Ethical behavior and consumer protection
- Adequate and timely advice to customers
- Cybersecurity and responsible use of data
Responsible Banking Model
We have a differential banking model that we refer to as responsible banking, based on seeking out a return adjusted to principles, strict legal compliance, best practices and the creation of long-term value for all stakeholders. Four pillars of the model: