Digitalization index of banks in Russia 2020, by customer journey stage

Published by A. Melkadze, Jun 8, 2022
The highest digitalization index among Russian banks was reported for information search in 2020. The score was the lowest for account closure, or the last stage of customer journey, at 16 percent.

Digitalization index of banks in Russia in 2020, by stage of customer journey*

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Release date

2020

Region

Russia

Survey time period

September 2020

Supplementary notes

* Based on 1,108 functionalities and six stages of customer-bank interaction.

The analysis was based on an overview of digital maturity between banks (DBM benchmark) and assessment of digital banking channels from customer experience perspective (UX assessment).

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Statistics on " Banking in Russia "

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8

Systemically important banks

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Commercial banking

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Financial behavior

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