Investor Presentaiton

corporate social responsibility >> 156 SBERBANK 170 YEARS. BY YOUR SIDE ANNUAL REPORT 2011 IMPROVING PRODUCT AND SERVICE QUALITY In 2011, building on approaches from the Ideas Exchange system, we implemented a project unique to Russia that used crowdsourcing to identify future development paths for the Bank. Over 120,000 peo- ple from Russia and 78 other countries took part in the Sberbank 21 project. Jointly with our partners Professionali.ru, WikiVote! and Witology we received a huge number of ideas and suggestions. The best sugges- tions were selected by project participants themselves. 15 winning projects were selected and 3 reports were prepared. These reports were: - Sberbank 21: Future - Russia 21: Progress - Innovation 21: Crowdsourcing. The projects and reports were presented by the winners at an inter- national finance conference held in honour of the Bank's 170th an- niversary. Project materials will be used in the preparation of a new Sberbank development strategy. 170 YEARS. IT'S JUST THE BEGINNING INTERVIEW Alexander Torbakhov Member and Deputy Chairman of the Management Board >> We pay particular attention to service quality indicators. One such indicator is the amount of time customers spent waiting in queues in Bank outlets. Sberbank has invested a significant sum in a system of measures aimed at reducing waiting time Special equipment has been installed at many of our outlets to mea- sure, and by the end of 2011, to manage queue waiting time. According to our data, the percentage of customers queuing for over 15 minutes decreased to 13%. By the end of 2012, we plan to substantially improve this indicator: for 90% of our customers, waiting time will not exceed 10 minutes. In order to address the issue of queues in the most effective and ef- ficient manner, we are changing traditional service models. We ac- tively encourage customers who have traditionally been using paper bankbooks to switch to card-based services as part of the Social Card project. Customers lose nothing by switching to the new service and in fact they gain access to a broad range of retail banking services in addition to traditional cash deposits and withdrawals. Our concerns that elderly customers may find it inconvenient to use plastic cards proved wrong only 2% of customers within this age group refuse to use a card. In 2012, we plan to continue expanding the age range of customers serviced through the Social Card project. WWW.SBERBANK.RU 157 Λ corporate social responsibility

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