On the one hand, The bank has hired 341 managers to serve senior customers in a personalized way, either in person or electronically.. During April-May 2023, more than 1.4 million customers over the age of 65 were served through the preferred telephone channel.
Supporting these customers is a priority for banking in general and BBVA in particular. Therefore, the bank reinforced its interest in this group with various measures. In the case of BBVA, these measures have included extending cashier hours for in-person service on certain services, which has benefited more than 800,000 customers over the age of 65.. The business also keeps a booklet for customers who request it. There are currently more than two million passbooks of BBVA in circulation in Spain.
Similarly, it has adapted all its ATMs to improve their readability and usability for older people through simpler language and design (there are 4,732 across Spain); It launched a simpler mobile application with a larger font size and is easier to use so they can perform basic operations.
In addition to all this, the bank also offers digital skills and fraud prevention training free of charge in Spain.
Some of these actions mean that the shift in the use of digital and remote channels among older customers over the last two years has been significant. For example, according to a survey conducted by Inmark, 71.6% of people over the age of 65 are satisfied with the type of service and attention they receive at bank branches.
