Our clients are our reason for being

That is why we focus everything on improving and strengthening our relationship with clients, because we seek to be their ally and grow together.

As evidence of how important this is to us, this year we created the Customer Experience General Management, a specialized area to monitor and establish actions that allow us a greater understanding of and satisfaction for our customers. The objectives of this area are focused on:

• Increasing Grupo Financiero Banorte’s profitability through products, services and processes directed to customers.
• Building a service-oriented culture, to meet customers’ needs and create innovations focused on clients.
• Enable GFNorte to offer service models with profitable, industrializable, sustainable, simple, functional and predictable characteristics.

As part of our interest in developing healthy long-term relationships with our customers, we seek to understand those circumstances and special moments they might be going through. We pay special attention in particular areas where our support is essential in making our customers feel supported. The following programs are an example:

INITIATIVE	DESCRIPTION
	Trust through which employees can contribute, through payroll, the amount they choose. The Banorte foundation duplicates the amount of the contribution. Funds are allocated to causes which a committee formed exclusively by employees decides. This year, the causes of 11 institutions were supported with Ps 1,920,401.18.
	Annual toy collection, at the end of the year Employees participate by donating toys and in the operation, transportation and delivery to children and adolescents in public hospitals, orphanages and to the children of our security and cleaning personnel This year 40,710 toys were collected and distributed at over 200 institutions.
	Employees can propose and participate to support social causes to protect the environment. Seeks to actively involve our stakeholders in these activities.
	Employees can propose and participate to support social causes to protect the environment. These causes are backed by a civil society organization.
	Actions to promote equality and wellbeing in and out of the financial group.

Banorte Foundation

Through Fundación Banorte, we create conditions of equality for everyone. Starting this year, the foundation’s efforts are aimed at promoting the economic participation of women and to this end we allocate 1% of the financial group’s profits to this cause.

We seek to contribute to develop Mexico’s full economic potential through the economic empowerment of women and to boost female entrepreneurship. We also carry out actions aimed at bringing humanitarian aid to populations affected by natural phenomena. To achieve this, we work closely together with civil society organizations, through various actions.

Our theory of change is based on the reflection of “How to achieve the full potential of economic and social development in Mexico, if 51% of the population is at a disadvantage to develop?” The answer is help women to make up the difference to complete 100% with opportunities to empower themselves economically and thereby contribute to the country’s development.

This year, we supplied Ps 53,395,282 in resources directly to 391,786 beneficiaries in 23 states of the country.

Details of the support provided through our Corporate Volunteering programs and Fundación Banorte can be found in the Social Value section of this report.