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Customer experience 04 Feb 2020

Customer Net Promoter Scores continued upward growth for BBVA USA’s Global Wealth team in 2019

BBVA USA’s Global Wealth team saw a continued growth in customer satisfaction in 2019, reporting solid Net Promoter Score via its Voice of the Client Experience Program.

In all, the team saw a more than nine-point rise in Net Promoter Score around client experiences with the bank’s wealth advisors from 2018 to 2019. The measurement indicates how likely an existing customer would recommend BBVA Global Wealth advisors to a friend or colleague.

Our team creates trust with our clients by embracing our mission…

“Our high scores are a testament to the bank’s Global Wealth team living BBVA’s values,” said BBVA USA Global Wealth Executive Hector Chacon. “We had a very successful year that will ultimately result in a solid future for our operations and clients as we move into the next decade. Our team creates trust with our clients by embracing our mission of creating opportunities – a mission we implement throughout a customer’s financial and personal journey.”

The Net Promoter Score drivers for the bank’s Global Wealth advisors included custom solutions, taking time to understand client goals/risk tolerance, focusing on what is right for clients, bringing specialists into the relationship, and ensuring that the digital experience added value to the client experience. In all, the Global Wealth team saw a 91% total score in satisfaction among surveyed customers.

The Voice of the Client Program is designed to be an ongoing measurement and client service improvement system. The program surveys customers across the bank’s footprint with questions regarding customer experience, client satisfaction with BBVA advisors, and product ownership, among other items.

According to Chacon, who took the helm of BBVA USA’s Global Wealth team a year ago, positive customer reviews have been consistently increasing over the past few years due to a “Client First” and “One Team” approach adopted by the bank and the team. Click here for Chacon’s outlook for the wealth management sector within the next decade.

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