The highest digitalization index among Russian banks was reported for information search in 2020. The score was the lowest for account closure, or the last stage of customer journey, at 16 percent.
Digitalization index of banks in Russia in 2020, by stage of customer journey*
Characteristic
Digitalization index*
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* Based on 1,108 functionalities and six stages of customer-bank interaction.
The analysis was based on an overview of digital maturity between banks (DBM benchmark) and assessment of digital banking channels from customer experience perspective (UX assessment).
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Deloitte. (September 30, 2020). Digitalization index of banks in Russia in 2020, by stage of customer journey* [Graph]. In Statista. Retrieved July 22, 2024, from https://www.statista.com/statistics/1178710/russia-digitalization-index-of-banks-by-customer-journey/
Deloitte. "Digitalization index of banks in Russia in 2020, by stage of customer journey*." Chart. September 30, 2020. Statista. Accessed July 22, 2024. https://www.statista.com/statistics/1178710/russia-digitalization-index-of-banks-by-customer-journey/
Deloitte. (2020). Digitalization index of banks in Russia in 2020, by stage of customer journey*. Statista. Statista Inc.. Accessed: July 22, 2024. https://www.statista.com/statistics/1178710/russia-digitalization-index-of-banks-by-customer-journey/
Deloitte. "Digitalization Index of Banks in Russia in 2020, by Stage of Customer Journey*." Statista, Statista Inc., 30 Sep 2020, https://www.statista.com/statistics/1178710/russia-digitalization-index-of-banks-by-customer-journey/
Deloitte, Digitalization index of banks in Russia in 2020, by stage of customer journey* Statista, https://www.statista.com/statistics/1178710/russia-digitalization-index-of-banks-by-customer-journey/ (last visited July 22, 2024)
Digitalization index of banks in Russia in 2020, by stage of customer journey* [Graph], Deloitte, September 30, 2020. [Online]. Available: https://www.statista.com/statistics/1178710/russia-digitalization-index-of-banks-by-customer-journey/