Sberbank Rossii : recognised as the most customer-oriented bank

June 20, 2017, Gorki Gorod, Krasnaya Polyana, Sochi - Sberbank won the Most Customer-Oriented Bank in Russia category and the Digital Security category (Financial Literacy and Openness nomination) of the annual nationwide award Consumer Rights and Service Quality.

The judging panel especially recognised projects and initiatives as part of the implementation of a customer-oriented model at the bank, including those related to teaching financial security rules to clients and effective application of design thinking during the development and launch of projects. These are, first and foremost, projects to develop the customer-oriented culture at the bank and involve employees in the creation of the best customer experience, such as the implementation of service standards for disabled clients, the system of teaching employees to service clients with special needs and elderly clients, including a set of teaching materials, as well as a project to change the tone of written responses to clients.

The bank also received the jury's recognition for carrying out several projects aimed at the secure use of banking products, fraud prevention and the improvement of financial literacy among clients from various age groups in cooperation with major partners.

'We have won Most Customer-Oriented Bank for the third time, and this is a result of the consistent and systematic work of our large team that is focused on clients,' said Alexandra Altukhova, Managing Director of the Customer Care Division. 'We realise that the development of empathy and servicing skills among employees is the key success factor in creating a positive experience of relations between the bank and its clients. We won the Digital Security award for a reason: we indeed care about our clients' security and apply a set of measures, including teaching the rules of financial literacy while using banking services to clients of all ages.'