Investor Presentaiton
160
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corporate social responsibility >>
Largest corporate customers
Medium-sized
businesses
SBERBANK
170 YEARS. BY YOUR SIDE
ANNUAL REPORT
IMPROVING PRODUCT AND SERVICE QUALITY
2011
KEY TOPICS OF INTEREST TO RETAIL AND CORPORATE
CUSTOMERS
Work of account managers
Remote banking services
Tailored approach to clients
Pricing policy
Call centre services
Service conditions at Bank offices
Corporate governance standards
Account managers
Credit analysts
Communications with the Bank's top
management
Banking products
Tailored approach to clients
Remote service channels
Pricing policy
Cash and settlement office specialists
Quality of service at outlets
Pricing policy
Tailored approach to clients
Remote banking services
Call centre services
Work of personnel
Organisation of work at outlets
Service time
Cash machines and terminals
Outlet opening hours
Call centre
Functioning of the website
Remote banking services
Small and micro
businesses
Retail customers
According to the results of a series of customer satisfaction and ser-
vice quality surveys carried out since 2009, the overall level of cus-
tomer satisfaction in the retail business increased 4% over two years,
reaching 80% in 2011. Most key customer satisfaction indicators have
also increased significantly. Service quality at Bank outlets increased
8% compared to 2010. In 2012, we plan to introduce more rigorous
approaches towards evaluation of the quality of service, focusing on
employee compliance with service standards and sales techniques.
%
4Q 2010
78
QUALITY OF SERVICE INDICATORS IN 2011
86
85
82
82
81
78
76
74
72
1Q 2011
2Q 2011
O Quality index*
O Service standards index**
3Q 2011
4Q 2011
161
In order to improve the quality of service, in 2011 we implemented
a number of activities including, amongst others:
-Training client-facing employees in service standards and com-
plaint handling procedures;
-Training all service outlet managers and their deputies in day-
to-day monitoring of the quality of service at customer service
outlets;
―Including quality of service indicators in the motivation system
for various employee categories.
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corporate social responsibility
170 YEARS. IT'S JUST THE BEGINNING
WWW.SBERBANK.RU
*
Quality index-an integral indicator reflecting the quality
of employee work, the external and internal appearance of
customer service outlets and time spent being served.
**Service standards index-an indicator reflecting the level of
compliance with the Bank's service standards.View entire presentation