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Russians have become less loyal to banks
The level of loyalty of Russians to banks has dropped to almost zero. The number of clients who are ready to recommend their bank to their friends has been falling lately and this trend will continue.
As the RBC with reference to the results of a survey by the analytical center NAFI, the loyalty index for eight months showed at least in five years - 1,3 points. At the beginning of the year, it was five points, and in 2016 - 43.
More than 35% of respondents are dissatisfied with their bank, almost 37% are satisfied, the share of existing clients, but not advertising the bank to their friends, was 28%. AT
Experts believe that the main reasons for the decline in loyalty to banks are the increased financial literacy of clients. The active compulsive selling of their services by banks also affects.
According to the director of the NKR rating agency Stanislav Volkov, the loss of loyalty is also associated with a decrease in deposit rates and a deterioration in conditions for loyalty and cashback programs.
According to the deputy general director of the center Timur Aimaletdinov, the decline in loyalty in the retail banking sector will continue in the next five years.
Experts have found that the clients of credit institutions value most of all convenient pricing conditions and quality of service. Clients pay the least attention to the presence of new technologies in the bank, convenient online channels, and the number of branches.