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When it comes to opening an account and daily interaction with the client, Russia is outperforming by seven percentage points. As for the use of the banks’ services and the closure of the account by the client, Russian banks are also ahead of their global peers. The only aspect of customer service that is still lagging for Russian banks is the so-called “first steps of the client,” the report said.
“Russian banks have improved their performance in the procedures for opening accounts, adapting new customers, managing payments, making transfers, using bank cards, as well as in the field of cross-selling,” said Ekaterina Trofimova, a partner at Deloitte’s Risk Management Department and the head of rating advisory and corporate governance practice in Russia and the CIS. She added that mobile applications are more popular among Russian retail bank clients than internet banking.
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