Russians on likelihood to recommend their bank to others 2020

The share of so-called promoter, or supporter customers of Russian banks has been gradually shrinking over the given period and measured below 37 percent by August 2020. Moreover, as of August 2020, nearly the same share of respondents revealed that not only would they not recommend their bank, but they also considered switching to an alternative financial service provider.

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

Characteristic	Promoters/Supporters (9-10 points) - loyal, ready to recommend it to their friends	Neutrals (7-8 points) - passive, generally satisfied, but do not have the desire to recommend it	Critics (0-6 points) - not satisfied, would not recommend it, perhaps looking for an alternative
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Release date

November 2020

More information

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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