Our brand, an increasingly strong value

A well-known brand is positively identified with satisfied customers and long-term profitability. How do we achieve that? With an increasingly aligned institution that invests to enhance its capacity to be increasingly relevant to customers, with talented and focused people, with welldirected communication and values which distinguished us as a committed and socially responsible company that promotes the development of Mexico.

• Ethical corporate practices are another equally important factor of a valuable brand: an institution that acts in a socially responsible manner, adhering to the highest international standards. Our inclusion in the main indexes that analyze and value sustainable performances of companies, such as the Dow Jones Sustainability Index of Emerging Markets and the Sustainable CPI of the Mexican stock market is proof of our commitment.
• The transformation program places us at the forefront of technology and allows us to involve all areas in a concentrated effort to fulfill our objective: providing customers with strong products that make them even stronger. This, combined with our name, years in the market and prestige as a great Mexican institution, supports the client’s choice, which translates to a tangible value with time.
• Our team’s attitude is decisive: committed, well-known people, who have realized personal and professional accomplishment through their work, spread their satisfaction of working for a solid institution among peers and customers. For this reason, Banorte focuses on strengthening this intangible boost to our brand among our employees.
• Clear and well-directed communication also positively impacts our brand. A follow-up study by Tracking Advertising and Image, identified Banorte as an institution with experience and leadership in Mexico for contributing to society, as well as highlighting the fundamental aspect of an “Institution that thinks about its customers”, offering the best products with excellent service and personalized treatment. This rising brand awareness of the last 4 years has positioned us in third place this year among Mexican banks.

Being aware that banking touches everyone in every stage of life, it is essential to improve and make the process of gaining and maintaining customers more efficient, that is to say, to understand its life-long value, to design customized products and services for customers in each stage. Thus, we provide unique and significant experiences and strengthen a long-term relationship that increases our profitability.

All the aforementioned has combined so that today, our brand has a value of nearly $2 billion dollars and is positioned among the 16 main brands in Mexico, according to polls conducted by Interbrand. Banorte is the only brand in the financial sector included in this list, which speaks strongly about the challenge of building a bank brand. Our slogan “Banorte, the Strong Bank of Mexico “ has positioned us as a serious, honest and solid bank and we will continue to work to strengthen these attributes.

Customer satisfaction

Listen to the customer and take actions that benefit their “experience” has become one of our most important commitments to increase the value of products and services, as well as to improve current offers. This, combined with best practices, quality indicators that express satisfaction with services and the efficiency of processes, have resulted in customers’ preference, loyalty and recommendation in their close personal and professional circles, ensuring our position and permanence in the market.

Banorte – Ixe telephone surveys: Net Promoter Score evaluations have been added to measure customer experience in the main channels of service (Branch, ATMs, telephone banking and electronic banking).

Objetive: To identify strengths and weaknesses in the main channels of service through telephone interviews, translating information into actions that positively impact the client’s perception, obtaining improvements in processes and profitability of the institution.

Mystery shoppers for Banorte and Ixe branches: Bi-monthly evaluations of protocols for service, sales, personal and branch images.

Objetive: To monitor and improve the service and image of branches, seeking to achieve standardization and excellence in service.