BBVA in 2012

– Creation of a SICAV module on the customer website, which allows shareholders to monitortheir investments in real time.– Significant increase in the number of users of native applications for smartphones andtablets. By the end of 2012, BBVA had nearly 2 million active users on the Internet. Currentlyover 3,000 customers a day are registering on the BBVA Internet service.• Highlights in innovation include:– Deployment of the pioneering contact-less technology for non-contact payments. This systemallows customers to carry out transactions of up to €20 by simply bringing a card close to areader without signing or entering the PIN number. As part of the plan, and to make it easier topay for taxis in Madrid, BBVA and Radioteléfono Taxi in Madrid have presented the new point-ofsale(POS) terminals that passengers can use to pay for taxis in the fleet using contact-less cards.– Development of the remote customer relation model, specifically with the BBVA Contigoinitiative launched last year and based on a remote relationship with customers who requirepersonalized advice as a complement to the use of non-personal channels. As of todayit provides service to over 300,000 customers. In the last quarter of 2012 alone, 90,000customers have signed up for “BBVA Contigo”.– BBVA has also continued with its developments for mobile devices, adding new features tomobile banking, such as top-up of cards, and adapting to the new devices that have comeon to the market, such as the version for the Windows 8 platform launched in October. Thenumber of customers actively using cell phones to check their accounts and operate hasincreased threefold during 2012.Within the Retail Network, a number of initiatives have been carried out with the aim of improvingthe quality of the service provided to the customers in the premium segment:• Process for reclassifying customers in the “value” segment (over €60,000 in funds, or monthlynet salaries of over €3,000) and “high value” segment (over €300,000 in funds or monthly netsalaries of over €6,000) to adapt the quality of service and value offer to the specific needs ofeach person and each situation.• Presentation of the exclusive “The Family Wealth Community”, an on-line platform that offersthis segment a unique and private service, with up-to-date information prepared by specialistson topics that have the most relevance for their interests. This is part of the Bank’s firmcommitment to innovation, the use of new technologies, multi-channel banking and new digitalmedia that enable a closer relationship with the customer.This segment continues the strategic approach started two years ago in Private Banking, withspecial emphasis on capturing and retaining customers, in addition to differentiation. The result ofthis strategy has been year-on-year growth of 4.8% in customers (latest available figure, November2012) and of 4.5% in funds managed. This year, in terms of assets under management, BBVAPartrimonios remained the leading bank in the segment, according to the latest figures released byInverco, with more than €2,810m (13.4% market share) corresponding to 287 SICAVs.Corporate and Business Banking (CBB), which manages a loan book of €85,650m (down 2.9%year-on-year) and on-balance-sheet customer funds of €22,470m (up 5.2%), has also been closelyfocused on retaining and gathering customer funds as a way of consolidating and boostingcustomer loyalty. To do so, it has offered a full range of products with competitive remunerationand great flexibility, which has made it possible to gather over €12,000m in time deposits over thelast quarter of the year. The following are the most important points in this respect in 2012:• Supporting Spanish companies has been a priority for the Bank. In this regard, BBVA hasconfirmed its leading role in the distribution of credit lines under preferential conditions withthe signing of the ICO-2012 Agreement, with lines such as “Investment”, “Internationalization”,“Liquidity”, “Entrepreneurs”, “Home Restoration”, “SGR Guarantee” and others intended forsegments such as foreign trade, the domestic market and tourism. In addition, BBVA has alsosigned the new lines “Film Production”, “Emprendetur” and “Lorca Earthquake and Isla delSpain145