Mexico's National Commission for the Protection and Defense of Users of Financial Services (CONDUSEF) published the fourth-quarter 2025 results of the Index of User Service Performance (Índice de Desempeño de Atención a Usuarios, IDATU) for multiple banking institutions, measuring how banks handle and resolve customer complaints. The sector scored 9.01 out of 10, down 0.03 points from the previous quarter. IDATU assesses factors including timeliness of attention, quality of responses, and actions implemented by institutions to improve processes, with an emphasis on equitable treatment for vulnerable groups such as older adults. The highest scores included Bansi and Intercam Banco (10.00), Banco Sabadell (9.90), BNP Paribas México (9.85), Hey Banco (9.84), BBVA México (9.82), Banco Azteca (9.77), Banco Compartamos (9.67), Banco Nacional de México (9.66) and Fundación Dondé Banco (9.61). The lowest-performing banks were Banco Regional (7.59), Banco Ve Por Más (7.58), BanCoppel (7.39), Banca Mifel (7.29) and Banca Afirme (6.50). CONDUSEF framed the index as a transparency tool to help users compare banks and make more informed decisions about retirement savings, and directed users to consult the full results on buro.gob.mx.
CONDUSEF 2026-04-14
Mexico's National Commission for the Protection and Defense of Users of Financial Services publishes Q4 2025 IDATU customer service performance scores for multiple banks
Mexico's National Commission for the Protection and Defense of Users of Financial Services published fourth-quarter 2025 results of the Index of User Service Performance for banks, with the sector scoring 9.01 out of 10, slightly down from the previous quarter. Top performers included Bansi, Intercam Banco, Banco Sabadell and BNP Paribas México, while Banca Afirme, Banca Mifel, BanCoppel, Banco Ve Por Más and Banco Regional ranked lowest. CONDUSEF highlighted the index as a transparency tool to help users compare institutions and make more informed financial decisions.