Sberbank Rossii : An increasing number of Sberbank clients are ready to recommend the bank to their friends and acquaintances

October 20, 2016, Moscow - The NPS Index, which characterises clients' willingness to recommend Sberbank products and services to their friends and acquaintances, registered at 59% in Q3 2016. This is a 5 percent increase compared to Q3 2015 and 1 percent higher than in Q2 2016.

Sberbank's most loyal clients continue to be young people and senior citizens - in these categories the figures are 61% and 65%, respectively.

«Our surveys help us get a better understanding of our clients and quickly make changes to business processes in accordance with their wishes. The NPS Index shows that the main reason why clients are ready to recommend Sberbank is reliability. At the same time, we understand what changes can and should be made to improve the client experience when using our products and services and continuously develop an individual approach to clients,» commented Natalya Arkusha, Head of the Client's Voice Unit of Sberbank's Client Experience Modernisation Division. «We are grateful to our clients for the time that they spend providing feedback and helping us become an even better bank.»

Sberbank conducts post-visit satisfaction surveys by phone and also via SMS at 9000 that ask clients to rate client service. In nine months of 2016 the Bank received more than 2.5 million feedback responses using these methods.

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Sberbank
Alexander Baziyan
Press Office
Tel. +7 (495) 957 5721
media@sberbank.ru

Sberbank is Russia's largest bank and a leading global financial institution. Sberbank holds almost one third of aggregate Russian banking sector assets, it is the key lender to the national economy and the biggest deposit taker in Russia. The Central Bank of the Russian Federation is the founder and principal shareholder of Sberbank owning 50% of the Bank's authorized capital plus one voting share, with the remaining 50% held by domestic and international investors. Sberbank has more than 135 million individual customers and more than 4 million corporate clients in 20 countries. Sberbank has the largest distribution network in Russia with almost 17,000 branches, and its international operations include UK, US, CIS, Central and Eastern Europe, India, China, Turkey and other countries.

The Bank holds the general banking license No.1481 issued by the Bank of Russia. Official websites of the Bank: www.sberbank.com (Sberbank Group website), www.sberbank.ru.