Investor Presentaiton
corporate social responsibility >
168
SBERBANK
170 YEARS. BY YOUR SIDE
ANNUAL REPORT
IMPROVING PRODUCT AND SERVICE QUALITY
2011
We ensure the quality of our loan products by promptly reviewing loan
applications, respecting our customers' time and recognising that
processing time is an important component in overall service quality
that contributes to the Bank's competitiveness. In order to reduce turn-
around time for retail loans and improve the quality of loan products,
the Bank introduced the Loan Factory, a state-of-the-art technology
to process loan applications. This helped us centralise, streamline
and standardise application assessment processes, thus achieving
a significant reduction in turnaround time for all retail loans.
As a result, the average turnaround time decreased from 1.5 days in
2010 to 1.2 days in 2011.
MAIN TOPICS OF INTEREST TO BORROWERS
AND THE BANK'S RESPONSE
Main topics of interest to borrowers
Partial and full early repayment procedures
Loans for young people
Special lending terms for pensioners
Using Sberbank deposits as proof of
repayment ability
Residence registration requirements for
borrowers
Bank's response
Removed limitations on early repayment amounts and abolished
the moratorium period during which early repayment was not
permitted
Introduced special loan offerings for customers aged between
18 and 21
Introduced lower interest rates for pensioners
Introduced, as part of the Bank's mortgage programmes, a special
procedure through which borrowers with current accounts at the
Bank can prove their ability to repay loans
Residence registration requirements for borrowers relaxed when
applying for loans in the Central Federal District
In 2012, we plan to continue simplifying early repayment procedures
and replicating our pilot project to loosen residence registration re-
quirements for borrowers. We are also exploring the possibility of
submitting loan applications through remote service channels, since
customers also raised this topic in their dialogue with the Bank.
In 2011, we conducted a dedicated campaign to improve financial
literacy among the young, making use of special communication
channels best suited to the target audience. A special promotion
called Sberbank Respect for Every Dream was carried out in the form
of a game at 40 universities across the country. The overall number
of contacts within the promotion reached 3.857 million.
In 2011, we conducted a dedicated
campaign to improve financial literacy
among the young, making use of special
communication channels best suited to
the target audience
A strategic area of Sberbank's efforts to improve financial literacy
is building effective feedback channels and maintaining customer
dialogue. Reaching customers through the Internet and especially
through social media is essential to achieving these objectives. Sber-
bank's Bank of Friends groups on various social networks, as well as
a range of training applications and game-based projects, including
the Financial Navigator project, help customers receive timely profes-
sional advice on financial matters from the Bank's experts. At the
end of 2011, the overall number of subscribers to Bank of Friends
groups exceeded 850,000, making Sberbank's community the largest
banking community on the Russian-language web.
In 2012, improving the financial literacy of Russian citizens will
remain a priority for Sberbank. Activities will include federal media
campaigns, special web-based projects using social networks and
other specialised activities targeting various audiences.
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corporate social responsibility
FINANCIAL LITERACY
In 2011, Sberbank paid special attention to an important aspect of its
social mission-improving financial literacy among the population.
Throughout the year, the Bank implemented a system of measures
including special projects and media campaigns aimed at improv-
ing financial literacy. Communications focused on educating cur-
rent and potential customers about the features of modern banking
products, their benefits and use. The main communication channels
included the federal print media, popular web resources and radio
programmes. This helped us reach the broadest audience possible
to deliver the message about banking products. A total of ten infor-
mation campaigns were implemented with each campaign reaching
between 1 and 7.5 million people.
COUNTERACTING FRAUD AND ILLEGAL
BUSINESS PRACTICES
We strive not only to provide high-quality services but also to counter-
act fraud and illegal business practices that are potentially harmful
to customer interests and the Bank's reputation.
In 2011, the Bank prevented fraudulent acts that would have led to
the theft of a total of some RUB 1.8 billion from customer accounts.
In addition, in 2011 several infringements by the Bank's employees
were identified with appropriate actions taken against the infringers.
170 YEARS. IT'S JUST THE BEGINNING
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