Mortgage loans and payroll loans are those that register the lowest percentage of satisfaction among users, although while this indicator has risen in the former, in the latter there has been a decrease in recent years.
The 2021 Financial Services User Satisfaction Indicators, recently released by the Bank of Mexico (Banxico), reveal that that year, 49.9% said they were satisfied with mortgage loans.
However, here the indicator has been growing, since in 2019 it was 38.0% and in 2020 it was 47.2 percent.
Likewise, the Banxico document indicates that only 16.5% of users registered problems with this product, a drop compared to 22.5% in 2019 and 23.5% in 2020.
Similarly, according to the indicator, in payroll loans, 55.5% of those consulted said they were satisfied with the product, but here there has been a downward trend, given that in 2019 it was 70.3% satisfied and in in 2020 of 66.7 percent.
In this product, in addition, the proportion of users with problems has gradually increased: 5.7% in 2019, 7.0% in 2020 and 15.7% in 2021.
In automotive loans, the satisfaction rate was 59.0% in 2021, while in 2020 it was 50.2%, a figure similar to that of 2019; while in personal loans it was 57.9%, 58.1% and 53.3% respectively.
In contrast, cards were the credit product with the highest satisfaction rate in 2021 with 65.8%, when in 2020 it was 54.3% and in 2019 it was 59.1 percent.
Here, in addition, there has been a reduction in the number of users with problems in this product, from 21.0% in 2019 and 15.2% in 2020 to 12.4% in 2021.
Regarding deposit and savings accounts, the user satisfaction rate was 67.3% in 2021, up from 66.7% in 2020 and 61.5% in 2019. Here too there was a decrease in users with problems, since while in 2019 it was 14.0%, in 2020 11.4%, and in 2021 10.2 percent.
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