Mexico's National Commission for the Protection and Defense of Users of Financial Services (CONDUSEF) published the fourth-quarter 2025 results of its User Service Performance Index (Índice de Desempeño de Atención a Usuarios, IDATU) for savings and loan cooperatives (Sociedades Cooperativas de Ahorro y Préstamo, Cajas de Ahorro). The sector score held at 9.2 out of 10 compared with the previous quarter, with the index intended to show how well institutions handle and resolve user complaints. Top performers were Cooperativa Acreimex, Caja Popular Fray Juan Calero and Caja Popular la Merced (each scoring 10), followed by Caja Real del Potosí (9.61) and Caja Popular San Pablo (9.55). The lowest scores were recorded by Caja Popular Mexicana (8.73), Progreso de Vicente Guerrero (8.40) and Caja Popular San Juan Bosco (6.81). IDATU assesses timeliness of service, the quality of responses, and actions taken to improve processes, with particular emphasis on equitable treatment for vulnerable groups such as older adults. CONDUSEF framed IDATU as a transparency tool to help users compare cooperatives and make more informed decisions, including on retirement saving, and directed users to consult the full results via buro.gob.mx.
CONDUSEF 2026-04-17
Mexico's National Commission for the Protection and Defense of Users of Financial Services releases Q4 2025 IDATU scores for savings and loan cooperatives
Mexico’s National Commission for the Protection and Defense of Users of Financial Services published fourth-quarter 2025 results of its User Service Performance Index for savings and loan cooperatives, with the sector score stable at 9.2 out of 10. Top performers included Cooperativa Acreimex, Caja Popular Fray Juan Calero and Caja Popular la Merced (all scoring 10), while Caja Popular San Juan Bosco recorded the lowest score at 6.81. CONDUSEF highlighted the index as a transparency tool to compare institutions’ handling of complaints and treatment of vulnerable groups.