Overview of User Service Ratings by Banks in Mexico
Banks operating in Mexico have generally maintained high ratings for user service, according to recent reports from the National Commission for the Protection and Defense of Financial Services Users (CONDUSEF).
The IDATU Index: A Key Performance Indicator
CONDUSEF announced on Tuesday that during the third quarter of 2025, the Index of Performance in User Attention (IDATU) for banking institutions remained at 9 points out of 10, compared to the previous quarter.
This crucial indicator evaluates how well financial institutions respond to customer complaints when the authority is involved. It assesses the quality of attention provided by financial institutions in defense processes, including response times and methods, as well as implemented improvement actions aimed at ensuring substantive equality in product and service provision for vulnerable sectors, such as the elderly.
Top and Bottom Performers
CONDUSEF provided a detailed breakdown of the banks with the highest and lowest user attention ratings:
- Highest Scores:
- Banco KEB Hana México: 9.95 points
- Fundación Dondé Banco: 9.91 points
- Banco Shinhan de México: 9.91 points
- Intercam (significantly reduced operations): 9.87 points
- Hey Banco: 9.86 points
- Next Highest Scores:
- BBVA: 9.83 points
- Banco Azteca: 9.81 points
- Scotiabank: 9.67 points
- Compartamos: 9.62 points
- Banamex: 9.62 points
- Further Down the List:
- Banorte: 9.55 points
- HSBC: 9.52 points
- Banco Multiva: 9.51 points
- Lower but Still Above 9 Points:
- Volkswagen Bank: 9.41 points
- Citi: 9.35 points
- Banco Inmobiliario Mexicano: 9.27 points
- Ve por Más: 9.26 points
- Santander: 9.25 points
- Kapital Bank: 9.18 points
- Bank of America: 9.15 points
- Just Below 9 Points:
- Bineo
- Forjadores
- Sabadell
- Actinver
- Ualá
- Lower Scores (Between 8 and 9 Points):
- Inbursa
- Consubanco
- Openbank
- BanBajío
- Afirme
- Banregio
- Bancrea
- Mifel
- BanCoppel
- Covalto
- Lowest Scores:
- Banco Base: 7.12 points
- Bankaool: 7.06 points
- Invex: 7.04 points
Importance of the IDATU Index
CONDUSEF emphasized that the IDATU index reflects the quality of attention provided in cases handled by the commission, serving as a tool for information and transparency.
