Investor Presentaiton

SBERBANK 170 YEARS. BY YOUR SIDE ANNUAL REPORT IMPROVING PRODUCT AND SERVICE QUALITY 2011 166 Λ Over the last four years working conditions in Sberbank's back offices have undergone substantial changes in almost all regions. Alongside the transformation of the back office function, we launched a large- scale process to move back offices to new premises specially designed and built for them. These sites have been built and equipped in line with global best practice. We believe that employees can best focus on their work when they have access to all the social facilities they may require. Facilities available to employees include cafeterias, gyms and medical services. I can confidently say employee perceptions of back office jobs have changed dramatically over the last four years: previously there was little interest in working in such a position, but now this is one of the most attractive places to work within the Bank. Given the geography and scale of Sberbank's operations, our corpo- rate service standards affect the quality of life of our customers. Our Mission states that the Bank is committed to making people's lives better. If this is true, if the Bank's products and services do make our customers even a little bit happier, then customers will come back to us because I can't think of a single person who would not return for more happiness. HANDLING CUSTOMER COMPLAINTS Handling customer complaints and claims is one of the key instru- ments in improving service quality and customer loyalty. In 2011, we received over one million individual communications from our customers, including both positive feedback and complaints. The main topics of the complaints included: -The quality of service: waiting time, improper employee behav- iour and difficulties in obtaining necessary information; - Problems in obtaining and using plastic cards; ― Problems in using remote banking services. In order to streamline and improve complaint handling processes and reduce handling time, in 2011 the Sberbank Management Board approved Policy No. 2081 for Handling Communications from Cus- tomers, Shareholders and Employees of OJSC Sberbank of Russia dated 16 February 2011. COMMUNICATIONS FROM RETAIL CUSTOMERS BY CATEGORY IN 2011 167 << corporate social responsibility >> 170 YEARS. IT'S JUST THE BEGINNING % Claims 69.2 Complaints 19.1 Acknowledgements 5.2 Consultations 5.1 Finding/reversal/confirmation of payments 1.0 Suggestions 0.4 0 20 40 60 80 IMPROVING LOAN SERVICE QUALITY Service quality depends on many factors, including the transparency and openness of the Bank's approaches. We disclose information about the full costs of our retail loan products to customers on Sber- bank's website, at our outlets and before signing a loan agreement. This information takes into account the tentative loan repayment schedule, the terms and conditions of the loan agreement and other borrower costs. WWW.SBERBANK.RU corporate social responsibility

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