BBVA announced on Monday it achieved a record number of new customer growth in 2020, despite the COVID-19 pandemic. BBVA reported that it added a total of 7.3 million new customers worldwide, of which 2.4 million became BBVA customers through the app or the web.
According to the banking group, this figure represents a 56% jump compared to 2019, and proof of the consolidation of digital capabilities as an increasingly relevant element to boost BBVA’s business. Speaking about the customer milestone, David Puente, BBVA’s Global Head of Client Solutions, stated:
“Customer growth is one of BBVA’s strategic priorities and these figures validate the group’s efforts to create global programs to develop new digital functionalities aimed at contracting financial products and services.”
Carlos Roldán, Head of BBVA’s Open Market, also commented:
“We have worked with all areas of the bank, from risk to engineering to legal services, to create a customer experience that facilitates the conversion of non-customer users to customers in the simplest and most frictionless way. We have also been able to reuse the software and share lessons learned from one country to another, which has allowed us to be faster and more efficient when it comes to attracting new customers in digital environments around the world.”
BBVA went on to add that it currently attracts more digital customers in a single day than it did in a full quarter in 2015. The confinement in various countries has undoubtedly had an accelerating effect on customer digitization in all geographies in which BBVA is present.