05
CUSTOMERS AND PENSION EDUCATION
At Afore SURA we are convinced that offering well-grounded and timely advisory is one of the best attributes we can provide to our customers.
At Afore SURA we are convinced that offering well-grounded and timely advisory is one of the best attributes we can provide to our customers.
Focusing on the
Our Commitment: Help our customers
achieve a better
retirement, beginning
today.
In 2024 our efforts to continue offering our slightly more than
8,000,000 million customers well-grounded and timely advice
were reinforced. For this purpose they are offered the tools
needed to assume control over their retirement savings and be
able to improve their pension. On the microsite
Ruta de la Pensión® (Pension Path) the employee will find the first and only
pension guidelines in Mexico, the goal of which is to advise,
accompany, and provide information on this process. The
worker is informed on how to obtain: 1) a personalized guide
on the individual account; 2) the estimated pension amount to
be received upon retirement; 3) savings alternatives to better
meet investment goals; and 4) what should be known today to
in order to be prepared when filing for said pension.
These actions are meant to generate a culture of readiness and to raise awareness both among SURA customers and the general population as well, regarding their pension and the importance of knowing and initiating the retirement process with due anticipation.
Customer At Afore SURA, the customer is at the heart of our strategy, and therefore measuring the satisfaction level is a pillar for optimum service and favorable experiences. NPS (Net Promoter Score) methodology is applied for satisfaction measurements. The use of surveys and studies enable us to gauge and address customer satisfaction levels. The NPS index calculates net NPS General Recommendation Average satisfaction by classifying customers in three categories: Detractors, Passive, and Promotors. This index is obtained from the number of Promotors, minus the number of Detractors. The principal purpose of these surveys is to listen to customer opinions, and build action and continuous improvement plans.
NPS General Recommendation Average
Note: The response rate is divided by the total surveys sent.
Data Protection The Afore SURA Policy on Personal Data Protection applies to all Company operations, including suppliers and customers. Our website can be consulted by users to check all corresponding guidelines. Furthermore, in 2024, the NYCE international certification body maintained recertification for Afore SURA as per the Federal Personal Data Protection Law. We also have the Personal Data Protection Certificate issued by INAI (Mexican Institute for Transparency, Access to Information, and Personal Data Protection).
IMPORTANT LINKS
Financial Inclusion 
OUR COMMITMENT
At Afore SURA,financial inclusion is more than a goal, it is a fundamental pillar for transforming lives and building a more equitable Mexico. Tools are made available to evaluate, and make informed decisions, in addition to providing specialized guidance for society as a whole. Emphasis is placed on three particular groups: women, senior citizens, and children and youth. Through these actions we strive to close the gaps that hinder access to financial services. We also contribute to building individual financial well being and a dignified retirement from work.
For further information on statement of principles, actions,
focus groups, and alliances,
check out the Financial Inclusion section on our website.
Digital Campaign for Assigned Accounts
Throughout 2024, a total of 50,300 assigned accounts were formally registered
in 2024 as Afore SURA customers. For our Company, the
opportunity to register and build the loyalty of these affiliates
as our customers represents the chance to provide them
with access to Afore SURA services, and thereby improve their
retirement savings.
Assigned Accounts Formally Registered with Afore SURA
Campaign: Proactive Calculation for Women.
Women in Mexico face daunting challenges at the moment of beginning their retirement savings: less time enrolled with IMSS; longer life expectancy; and lower salaries than men are the primary factors leading to lower pensions received. At Afore SURA, about 40% of our customers are women, and therefore we are aware of the unique challenges they face when planning their pension. In light of this situation, during the second half of 2024 we launched the Proactive Calculation for Women campaign; a sampling of women customers received a personalized projection of their pension so they could be informed of the amount, and make the decision to act and improve their forecasted amount through voluntary savings. In 2025 we will continue driving this initiative so that more women may gradually assume control of their retirement.
Contents: Pension Education with a Gender
Perspective
This initiative went into effect in the fourth
quarter of 2024, which consisted of sharing
through our internal channels the contents
of pension education material with a focus
on gender and personal development. Said
content is also adapted for external audiences
through press release, and in the Afore SURA blog.
Attention for Senior Citizens.
The aging of the population demands a more
inclusive financial system for senior citizens. We
therefore guarantee that all persons considered
senior citizens receive comprehensive, priority,
and equitable attention free of discrimination.
The facilities used are suitable for this segment,
with easy access and special attention
protocols in place to guarantee their comfort
and safety. In 2024, our attention protocols
were based on the 10 basic principles for
senior citizens in the financial sector, issued by
CONDUSEF (the National Commission for the
Protection and Defense of Financial Services
Users). Furthermore, our Customer Service
team members receive periodic training and
are prepared to provide attention to senior
citizens.
Basic Principles of Attention for Senior Citizens
The information included in this chapter is aligned with the following SDGs:
