2015 Annual Report

ru

Customer focus

One of Sberbank’s development strategies is to build trusting and long-term relationships with our customers. We identified ten specific customer focus features and updated our “customer-focused” model in 2015 based on a survey of client preferences, analysis of their requests to the bank, and the recommendations of competent customer service experts.

The key features include:

  • accessibility of service through all channels;
  • awareness of our customers’ demands and ability to exceed their expectations;
  • friendly and skilled employees;
  • immediately resolving an issue when the customer submits a complaint;
  • financial security, etc.

We will endeavour to fully implement these features in our work to be confident that Sberbank makes every effort to serve its customers.

We received two awards for quality management in 2015:

  • Consumer Rights and Service Quality award as the Best Customer-Oriented Bank of Russia;
  • Visa Global Service Quality Performance Award for High Quality of Services.