In 2013, the bank reviewed its approach to assessing customer service quality and, in addition to standard checks of basic products, introduced the assessment of the quality service of car loans, mortgages, credit cards and remote channels. To evaluate customer satisfaction, we use mobile applications, client calls, SMS-requests and interviews at our offices.
Since the second half of 2013, client complaint management has become a key priority. The focus shifted from responding to client to solving his or her problem. We are committed to ensure that complaint handling is transparent for the customer, who has encountered a problem with the bank, and to address the root cause that led to the complaint. In the second half of 2013, the bank managed to contain the growth in complaints compared with the previous year.
Sberbank carries out a number of projects aimed at service quality improvement:
- Queue Management: by the end of 2013, 92% of customers had to spend not more than 10 minutes in the queue — the result is achieved by 92% of all offices equipped with the Queue Management System
- Pilot project designed to use 2D barcodes to accept payments from households
- Improving a paperless technology for deposit transactions that would provide an option to sign documents with the use of client’s bankcard