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Customer survey on willingness to recommend their bank in Russia in 2020

How much are you ready to recommend your main bank to your friends/acquaintances on the scale 0 to 10?

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Source

Release date

November 2020

Region

Russia

Survey time period

October 21, 2020

Number of respondents

67,000 respondents

Age group

18 years and older

Special properties

Banking service users*

Method of interview

Face-to-face interview

Supplementary notes

* All-Russian representative survey (f2f) among residents of all types of settlements in all constituent entities of the Russian Federation were interviewed. The statistical error does not exceed 0.38%.

The level of loyalty is assessed on the basis of the NPS index (Net Promoter Score), which is calculated by conditionally assigning customers to one of three groups - “promoters”, or supporters, “neutrals” and “critics”, depending on whether they are ready to recommend the bank to their friends and acquaintances. The NPS index is calculated for the main bank - it is determined by the respondents themselves if they are clients of several banks at once.

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