January-March 2013

Main highlights

The main commercial activity carried out in the first quarter of 2013 is summarized below. In Retail Banking:

  • Activity in the individuals segment has focused on the “Adiós Comisiones” program launched the previous quarter. Today, more than 60% of the customers are enjoying the financial benefits offered by the program.
  • The financial benefits offered by “Programa 59+”, which is targeted at customers over the age of 59, have been renewed and expanded.
  • BBVA reasserts its leadership position in arranging agreements with groups. During the quarter it was awarded the administration of the banking services and payroll payments for the Ministry of Employment and Social Security.
  • Progress has also been made in the personalization of the product offering and customer service. In the first quarter alone, one million personalized offers were delivered to customers.

All these actions, which are focused mainly on funds and transactional banking, have resulted in significant growth of the customer base. 100,989 new payroll accounts and 61,697 new pension accounts were won.

In Corporate and Business Banking:

  • Various campaigns aimed at attracting new customers, including “Campaña del Pack Bienvenida de Proveedores de Confirming no Clientes” (Welcome Pack Campaign to Finance Suppliers who are not Customers), and initiatives targeted at winning start-ups.
  • The “Negocio Inteligente para pymes y autónomos” (Intelligent Business for SMEs and Self-employed) program continues to achieve good results. 11,500 retailers joined in the first quarter, of which 78% are new customers.
  • Major bond issue operations have been completed in the corporate segment and more than €750m have been gathered.
  • Worth mentioning in the insurance business is the “PPA BBVA” (Guaranteed Pension Plan) campaign, which offers customers a guaranteed minimum return of 4% over a 10-year investment period.

The Bank also continues to develop its multi-channel concept, specifically remote and technological channels. 100,000 new bbva.es active users have been added during the quarter. The remote management system, “BBVA Contigo”, currently has 340,000 customers.

In corporate responsibility, various programs have been launched in Spain that have reasserted BBVA’s commitment to the community and the recovery of the country’s economy, including “Yo Soy Empleo” (I Am Employment), “Plan de Ayuda a Familias” (Family Aid Plan) or the implementation of the second “Territorios Solidarios” (Solidarity Territories) program. All these initiatives are described in the Corporate Responsibility section of this report.

In addition, BBVA has received various recognitions in several areas during the quarter. The most relevant awards are described below:

  • “Best bank in bonds and syndicated loans in Spain in 2012”. This is reflected in the top rankings for 2012 published by the specialized newspapers Expansión and Cinco Días. At the beginning of 2013, BBVA continues to participate in the most important placements on the market.
  • BBVA received one of the 4 awards for the most innovative company in 2012, granted by Bank Innovation. The award recognizes the techniques developed to encourage the use of on-line services. The Bank has also received the “Hudson-ABC” award for the best human resources director for Spanish companies with over 3,000 workers, for the “Gestión diferenciada del talento” (Differentiated talent management) plan.