Responsible value chain

Grupo Financiero BBVA México is committed to creating responsible, sustainable and inclusive value for its stakeholders and particularly for its customers, for whom it continually strives to improve their experience and satisfaction through innovative, safe and high-quality products and services. With its employees, it focuses on providing a safe and diverse work environment where they can develop professionally. With the environment, the commitment is to minimize the negative impact through the Global Eco-Efficiency Plan. And with the supply chain, to rigorously evaluate its suppliers so that they maintain practices aligned with BBVA México’s sustainability strategy.

Seamless experience

As in previous years, GFBB maintained the goal of providing a seamless customer experience. To achieve this, employees received the necessary tools and training to provide exceptional and tailored service. The goal is to have employees who are sensitive to customer needs and capable of offering solutions tailored to each interaction.

Quality and customer service

Grupo Financiero BBVA México uses an index based on a survey in which, on a scale of 0 to 10, the degree to which customers would recommend the bank is measured. This tool is fundamental for improving financial products and services, as well as aligning them with customers’ needs. Thanks to this method, it has managed to increase customer trust and be recognized as one of the safest and most recommendable banks in the country.

Open market recommendation index

In addition to the quality index and customer service, brand perception is measured through the open market recommendation index. In 2022, GFBB maintained the first position in this annual average index for Commercial Banking, Government and Commercial Banking and different channels, achieving recognition as a leader in these segments.

Open market recommendation index
Business or channels	Points above the nearest competitor
Commercial Banking	+27
Corporations and Government Banking	+29
SME Banking	-1
Telephone Banking	+8
Mobile Banking	+24
ATMs	+27

Internal customer recommendation index

In addition to the Open Market Recommendation Index, surveys are conducted, mostly electronically, which has allowed us to increase the scope to include the opinion of employees in the continuous improvement process. The evaluation is carried out through profiled surveys via e-mail that measure the perception of the Commercial Networks on the service received from internal suppliers in customer service.

The Net Recommendation Index (IReNe) is measured monthly and a consolidated figure is presented at the end of the year. In 2022, the cumulative IReNe was 66, 26 points above second place.

Customer perception
Banking	2021 vs. 2022 Change
Commercial Banking	+3
Wealth and Private Banking	-1
SME Banking	+12
Corporations and Government Banking	+4
Mortgage Banking	+3
Consumer Finance	+3

Internal employee perception
Banking	2021 vs. 2022 Change
Commercial Banking	-1
Wealth and Private Banking	-3
SME Banking	-1
Corporations and Government Banking	-3
Mortgage Banking	-4
Consumer Finance	+5

Specialized Customer Service Unit (UNE)

To ensure customer satisfaction and well-being, BBVA México offers a channel where complaints and claims can be submitted. The Specialized Customer Service Unit (UNE) is in charge of guaranteeing an optimal resolution, through timely follow-up to address requests. This customer feedback is essential to improve the bank’s customer service, services and products.

In 2022, 24,059 claims were filed, a decrease of 5.34% with respect to 2021. The average days to resolve claims remained the same as in 2021, at 7 days.

When customers require advice or filing a complaint, service is provided directly at BBVA México’s corporate offices. In 2022, 1,137 customers were served in Torre Parques Polanco and 862 in Guadalajara.

Also, a historic result was achieved in the User Service Performance Index (IDATU) with a score of 9.98, placing GFBB in 1^st place in the G7. In addition, BBVA México obtained 1^st place in annual G9 favorability with the National Commission for the Protection and Defense of Financial Services Users (CONDUSEF).

Complaints with the UNE

Claims with the CONDUSEF

Claims resolved

in favor of Grupo Financiero BBVA México

in favor of customer

Innovation and digital transformation

In recent years, BBVA México has invested in state-of-the-art technology to guarantee the security of customer data and the confidentiality of transactions. These advances seek to offer a more agile, efficient and secure banking experience, both for online transactions and for telephone and face-to-face services.

By focusing on innovation, technology and continuous improvement, BBVA México seeks to maintain its leadership position in the Mexican financial market.

Opening of 100% digital accounts

This year, 1.6 million 100% digital accounts were opened for previously unbanked customers, thus contributing to financial inclusion.

Digital Economy

In 2022, BBVA launched the first Investment Fund specialized in Blockchain and Digital Economy, the first with these characteristics offered by a bank in the country to all types of investors and can be purchase from a instrument through the BBVA México App. The BBVADIG Investment Fund offers exposure based on three general concepts of Blockchain and Digital Economy: Fintech, Web3 and Tokens.

Apartados

During 2022 we continued to consolidate the Apartados functionality of the BBVA México App, our tool that allows to organize money in up to seven “electronic envelopes,” separating their recurring expenses, such as rent, tuition and electricity, among others. With these initiatives we encourage savings among our more than 28 million customers.

Remote Banking enables customers to make informed decisions and do more, with less effort.

BBVA’s Megatendencias Fund

BBVA México added the Megatendencias Fund (BBVAMT) to its investment catalog, which is made up of three main pillars or categories: Planet Earth, Technology and Demographics, investing in global companies that are attractive for their future economic momentum. This fund is aimed at all types of investors and can be accessed through the BBVA México App or the website.

Customer relationship models

For several years, Grupo Financiero BBVA México has promoted Remote Banking to provide customers with a seamless experience without the need to visit branches. During 2022, we will continue to promote personalized products leveraged on technology such as:

Life and home insurance

Non-preapproved credit Consumer and Credit Card Renewal of investments

Pre-approved auto loan

Pre-approved mortgage loans

Digital banking for SMEs

The SME strategy of Grupo Financiero BBVA México relies on Banca de Barrio as one of its pillars. This initiative provides attractive solutions in finance and digitization to boost the banking penetration and formalization of small and medium-sized companies in Mexico. In 2022, Banca de Barrio was deployed through 3,800 specialized executives that have allowed increasing the customer base by more than 165 thousand since 2020, placing 140 thousand new POSs, with the attraction of 412 thousand new payrolls and the underwriting of insurance in more than MXN 2,000 million to insure any type of damage.

It is worth noting that in 2022, BBVA México and Coparmex entered into an alliance to benefit and support more than 35,000 SMEs in the country that will be able to choose new sales channels for their business and collect payment remotely, either through POS terminals, digital payment with CoDi and payment link with the BBVA Empresas App.

BBVA App for companies

Starting in 2022, BBVA México made available to companies the dispersion of payments and payroll at any time and from anywhere through its internet banking service BBVA Net Cash and by authorizing it from their cell phones with the BBVA Empresas app.

2023 Objectives

Starting in 2023, BBVA México will include a Carbon Footprint Calculator for all its customers who have the BBVA México App. With it, it seeks to help them know and reflect on the impact that their daily actions have on the environment and at the same time receive recommendations to reduce it.

2023 Objectives

Transparent, Clear and Responsible (TCR) Communication

Transparent, Clear and Responsible (TCR) communication establishes basic criteria for action and guidelines necessary to apply the maximum possible simplicity in the communication of products and services and at all points of contact with customers and stakeholders using the following channels:

Responsible commitment to employees

43,890

employees in Grupo Financiero BBVA México’s workforce in 2022, +8.7% vs. 2021.

52% of BBVA México’s workforce are women.

68% of BBVA México employees are between 18 and 36 years old.

22% of management positions in Grupo Financiero BBVA México are held by women.

31% of Grupo Financiero BBVA México’s employees are unionized.

Talent development

One of the priorities of Grupo Financiero BBVA México is the training and development of all its employees, as this is the way in which it can meet the needs of its customers. The learning approach consists of providing the necessary tools and knowledge that favor the retention of talent and improve the ability to provide solutions for customers.

BBVA México invested MXN 252,009,929 in training during 2022.

This year, 2,017,253.76 hours of training were provided, an average of 47 hours per employee, of which 35% were classroom-based courses and 65% via e-campus.

Trained employees and investment in training
	2020	2021	2022
Trained employees	36,985	40,260	43,353
Percentage of employees trained	99%	99.7%	98.8%
Total courses in e-campus	19,845	23,395	18,400
Average grade	9.51	9.60	9.89
Total investment in training (MXN)	$176,715,217.62	$199,190,378.97	$252,009,929

Training hours
	2020	2021	2022
Classroom training hours	336,721	412,342	701,315
E-campus training hours	1,863,382	1,460,244	1,315,939
Total	2,200,103	1,872,585	2,017,253
Average hours per employee	59	47	47

Training hours in anti-corruption

37,147 employees received Code of Conduct training.

Training hours in securities

13,014 employees received training in securities.

Training hours in sustainability

25,979 employees received training in sustainability matters.

Training hours in information security

41,265 employees received training in information security.

Training hours in human rights

Occupational health and safety

The health, safety and well-being of BBVA México’s employees is a priority. In this regard, the “#Tu_bien_estar” Wellness Program has been implemented, which includes a series of programs and initiatives to promote the physical, mental and emotional health care of the workforce.

In addition, it has an Institutional Policy for the Prevention of Psychosocial Risks that complies with the Mexican Official Standard NOM-035-STPS-2018. To support its employees in this mission, Grupo Financiero BBVA México offers them the Wellness Hotline, an advisory service for any type of need related to their wellbeing.

A relevant milestone of the year was the dissemination of the Emotional Support Hotline that Grupo BBVA México makes available to employees who need support in matters of emergencies, health, domestic violence, harassment and sexual harassment.

The line is available 365 days a year, 24 hours a day, through the telephone number 55 5621 4357 in Option 3, or from the corporate cell phone by dialing 814357.

Each month, the Welfare Committee evaluates the progress of the programs and develops strategies for continuous improvement.

Diversity and inclusion

As part of the advances in diversity and inclusion, Grupo Financiero BBVA México has implemented various actions, tools and mechanisms to promote a culture of diversity, marked by respect for all people regardless of their age, sexual orientation, gender, political and religious.

In 2022, the Community of Practice on Diversity and Inclusion was created with a two-way national channel to listen to the concerns and interests of the Group’s employees.

Global Eco-Efficiency Plan

2025 Pledge:

The 2021-2025 GEEP aligns with BBVA’s Climate Change Strategy and contributes to the 2025 Pledge by increasing renewable energy consumption and reducing the carbon footprint. These two global objectives define the goals of the GEEP.

BBVA México’s commitment to the environment is reflected in the 2021-2025 Global Eco-Efficiency Plan (GEEP), which provides for the Group’s objectives and goals to promote sustainable development in terms of consumption, circular economy, carbon footprint.

The GEEP is made up of three management axes:

2021-2025 GEEP
Management impact management levers	KPI	2025 Goals*	Units
Consumption	Renewable electricity	80%	MWh
	Electricity consumption	-5%	MWh
	Diesel consumption	+2%	L
	LP gas consumption	-10%	L
	Natural gas consumption	-10%	m³
	Water consumption	-2.5%	m³
	Paper consumption	-5%	kg
Circular economy	Net waste	-2%	kg
Carbon footprint	Scope 1 and 2 emissions	-100%	tCO₂e
Sustainable construction	Certified area	+4%	m²

*The base year for all targets is 2019 with the exception of energy consumption where the base year is 2020.

Sustainable construction: progress in the PGE
	2020	2021	2022
ISO 14001:2015 certified buildings	6	6	10
LEED Certified Buildings	4	4	4
Number of occupants	13,062*	13,062*	13,741
Certifications	21%	21%	24.48%

*Grupo Financiero BBVA México has a national total of 42,094 occupants in its buildings, of which 13,741 employees are in certified buildings.

Energy

As part of BBVA’s Climate Change Strategy, BBVA México has a global commitment to increase the consumption of renewable energies and reduce its carbon footprint.

Renewable energy

2025 Pledge
80% in 2025

RE100 Initiative
100% in 2030

Carbon footprint

2025 Pledge
-100% by 2025 in Scope 1 and Scope 2 emissions

To carry out its operations, Grupo Financiero BBVA México uses energy from different sources, such as electricity from the Federal Electricity Commission (CFE) and a wind energy company, as well as fuels such as LP gas, natural gas and diesel.

Energy consumption
	2019	2020	2021	2020	Units
Electricity consumption by non-renewable sources	233,541	79,823	69,938	166,775	MWh
Electricity consumption by non-renewable sources	840,748	287,362	251,777	600,390	GJ
Electricity consumption from renewable sources	61,677	201,347	210,823	121,572	MWh
Electricity consumption from renewable sources	222,037	364,849	758,962	437,659	GJ
Electrical energy consumed per occupant	5.04	6.07	7.27	6.850	MWh/FTE
Total LP gas consumed	136,810	46,980	39,336	86,585	Liters
Total LP gas consumed	3,571	1,227	1,028	2,261.73	GJ
Total natural gas consumed	68,862	34,898	39,210	55,089	m³
Total natural gas consumed	2,847	1,445	1,435	1,998.47	GJ
Total diesel consumed*	310,997	291,026	285,939	284,393.29	Liters
Total diesel consumed*	11,809	10,964	10,773	10,714.79	GJ
Total gasoline consumed			443,912	505,315.87	Liters
Total gasoline consumed			14,712	16,746.67	GJ
Total R410AC refrigerant consumed			9,261	5,613	kg
Total R407C refrigerant consumed			230	152	kg
Total R134A refrigerant consumed*				19	kg
Total R404A refrigerant consumed*				71.24	kg
Total R438A refrigerant consumed			23	0	kg
Total R22 refrigerant consumed			614	206.6	kg

Energy consumption: progress in the GEEP
	2022 Achievement	2022 Goal
Renewable electricity (%)	100%	80%
Electricity consumption (MWh)	(+2.53%) 288,348	(-5%) 287,882
LP gas consumption (liters)	(-36.7%) 86,585	(0%) 123,129
Natural gas consumption (m³)	(-20%) 55,089	(0%) 61,975
Diesel consumption (liters)	(-9%) 281,433.9	(+1%) 314,107

Scope: Grupo Financiero BBVA México.

The total number of employees is considered as the average number of employees of Grupo Financiero BBVA México in 2022, with a total of 42,094 employees.
Figures at the end of 2022.
As of 2021, total diesel consumption includes use in Grupo Financiero BBVA México’s facilities, and in GFBB vehicles.
The annual electricity consumption data of Grupo Financiero BBVA México’s Real Estate Database does not consider some locations that are not part of the centralized collection agreement with CFE, whose energy consumption is not known, among other aspects, because it is included as part of the rent of the property.
For the calculations of LP gas, diesel and gasoline consumption in 2022, the calorific values of the “List of fuels and their calorific values (CONUEE) to be used for reporting to RENE 2022” were used.
As of 2021, electric energy consumed per occupant is calculated only on the average number of employees of Grupo Financiero BBVA México units.
Refers to energy consumption within the organization.

*Refrigerant consumption measured as of 2021.

Emissions

The consumption of electricity and fuels generates greenhouse gas (GHG) emissions, which we seek to neutralize in order to achieve the goals set at a global level.

Emissions generated (tCO₂)
	2017	2018	2019	2020	2021	2022
Indirect CO₂ emissions (Scope 2)	881	1,161	1,203	935	22,847	14,829.03
Indirect CO₂ emissions (Scope 2)	111,223	94,547	112,333	36,647	27,863	0.20
Indirect CO₂ emissions (Scope 3)	10,599	16,436	13,958	2,476	2,510	12,991.13
Total CO₂e emissions	122,703	112,144	114,520	40,058	53,220	27,820.36
Total CO₂ per occupant (Tons/occupant)	2.76	2.46	2.47	0.89	1.38	0.66

Kilometers of plane travel (km)
	2020	2021	2022
Sections less than 500 km	1,567,433	573,691	2,950,569.68
Sections between 500 to 3,700 km	9,901,377	4,940,225	17,054,415.56
Sections longer than 3,700 km	2,898,559	1,401,549	7,623,026.25
Total	14,367,369	6,915,564	27,628.011

Emissions: progress in the GEEP
Total emissions (tCO₂e)
2022 Achievement	27,820.36
2022 Goal	100% compensated

Scope: Grupo Financiero BBVA México.

Calculation of the total CO₂ emitted is the result of the sum of scope 1 emissions (fossil fuels and use of refrigerants from 2021), scope 2 (electricity) and scope 3 (includes employee travel, travel by aircraft and waste).
To calculate emissions, IPCC (Intergovernmental Panel on Climate Change) emission factors were used.
The total number of occupants is considered as the average number of employees of Grupo Financiero BBVA México in 2022, with a total of 42,094 employees.
Figures at the end of 2022.
As of 2021, the total CO₂ per occupant is calculated solely on the average number of employees. In previous years, calculation included the sum of the average number of employees and external occupants.
We carry out the calculation of emissions from fixed and mobile sources derived from the operation of BBVA.
Gases included in the calculation of scope 1, 2 and 3 emissions: C0₂, CH₄, N₂0, HFC, PFC, SF₆, NFE or all.

Emissions compensation

Within Grupo Financiero BBVA México, different mechanisms are used to neutralize the emissions footprint, including the purchase of compensation bonds.

Project Type

“Carbon, Water and Comaltepec Indigenous Biodiversity”

Location

Oaxaca, México

Compensation (tCO₂e)

30,000

Renewable energy certificates

Likewise, in order to advance in the transition towards the renewable energy consumption goal, in 2022 GFBB purchased 122,037 renewable energy certificates, which represents 122,037 MWh.

In 2022 GFBB purchased 122,037 renewable energy certificates, which represents 122,037 MWh.

Water

Water is an essential resource that makes it possible to guarantee the cleanliness and hygiene of the operations in BBVA México, as well as of the collaborators who come to the offices.

Water consumption (m³)
		2019	2020	2021	2022
Water extraction	Pipe water*	52,440	10,676	445^**	11,785
	Municipal water*		775,708	693,255	636,001
	Total extracted water	828,553	786,384	693,700	647,786
	Extracted water by occupant (m³/FTE)	17.89	17.00	17.94^***	15.38
Water discharged*	Municipal drainage		750,060	65,924,938	604,541.13
Water consumption*	Treatment plants		36,324	34,459^****	43,264.874
Water consumption*	Total annual water consumed		823,008	728,158	691,051

Scope: Grupo Financiero BBVA México.

The total number of employees is considered as the average number of employees of Grupo Financiero BBVA México in 2022, with a total of 42,094 employees.
Figures at the end of 2022.
The annual water consumption data from the Grupo Financiero BBVA México Real Estate Database does not consider some locations for which water consumption is unknown, among other aspects, because it is included as part of the rent of the property.
Total water consumption in 2022 corresponds to the sum of the total water extracted and the water reused in the treatment plant.
As of 2021, water extracted per occupant is calculated only on the average number of employees. In previous years, calculation included the sum of the average number of employees and external occupants.
The volume of water discharged into the municipal drainage corresponds to the total water extracted minus the water reused in treatment plants.

*Reporting update in accordance with the new GRI 303 (2018) requirements as of 2020.
** Corresponds to the value of Torre BBVA.
*** Corresponds to water consumed per employee.
**** Corresponds to the amount of water reused by Grupo Financiero BBVA México.

Water: progress in the GEEP
Water consumption (m³)
2022 Achievement	(-21.8%) 647,785.60
2022 Goal	(-0.5%) 824,410.2

Paper and Waste

One of the inputs that GFBB uses the most to carry out its internal operations and with customers is paper, therefore, it represents one of the main waste generated.

Paper consumption (kg)
	2019	2020	2021	2022
Total paper consumed (kg)	1,246,244	851,989	866,824	905,723.5
Total paper consumed per occupant (kg/FTE)	26.9	18.39	22.42	21.52

Scope:
Grupo Financiero BBVA México.

The total number of employees is considered as the average number of employees of Grupo Financiero BBVA México in 2022, with a total of 42,094 employees.
Figures at the end of 2022.
As of 2021, the total paper consumed per occupant is calculated solely on the average number of employees. In previous years, the calculation included the sum of the average number of collaborators and external occupants.

Total paper consumption: progress in the GEEP
Total paper consumption (kg)
2022 Achievement	(-27. 3%) 905,723.5
2023 Goal	(-1%) 1,234,086.2

Managed waste (kg)
	2019	2020	2021	2022
Non-hazardous waste	1,125,661	366,862	252,201	594,884
Hazardous waste	18,167	936	15,751	240,560.8

Scope:
Grupo Financiero BBVA México.

As of 2022, four properties are increased in certification, with a total of 10 buildings in the scope of the Environmental Management System.
Figures at the end of 2022.

Waste generated: progress in the GEEP
Total waste (kg)
2022 Achievement	-26%
2022 Goal	-2%

Suppliers and responsible purchases

Grupo Financiero BBVA México has a series of documents that extend its ethical, social and environmental responsibility to its suppliers in order to create value in a sustainable manner throughout its supply chain.

For more information, go to:

https://suppliers.bbva.com/
https://suppliers.bbva.com/compras-responsables/

New evaluation of Suppliers

In 2021, a change was made towards continuous improvement in the suppliers and responsible purchasing areas with the implementation of a new evaluation methodology. This corporate Risk Level assessment methodology provides for common criteria for the entire Group and makes it possible to assess both current and future suppliers. Thus, it seeks to strengthen the commitment to responsible and sustainable management with respect to suppliers and purchases.

Of the 6,813 active suppliers in 2022, 4,094 were evaluated.

Our supplier approval process evolved into a supplier evaluation process.