The share of so-called promoter, or supporter customers of Russian banks has been gradually shrinking over the given period and measured below 37 percent by August 2020. Moreover, as of August 2020, nearly the same share of respondents revealed that not only would they not recommend their bank, but they also considered switching to an alternative financial service provider.
How much are you ready to recommend your main bank to your friends/acquaintances on the scale 0 to 10?
Characteristic
Promoters/Supporters (9-10 points) - loyal, ready to recommend it to their friends
Neutrals (7-8 points) - passive, generally satisfied, but do not have the desire to recommend it
Critics (0-6 points) - not satisfied, would not recommend it, perhaps looking for an alternative
* All-Russian representative survey (f2f) among residents of all types of settlements in all constituent entities of the Russian Federation were interviewed. The statistical error does not exceed 0.38%.
The level of loyalty is assessed on the basis of the NPS index (Net Promoter Score), which is calculated by conditionally assigning customers to one of three groups - “promoters”, or supporters, “neutrals” and “critics”, depending on whether they are ready to recommend the bank to their friends and acquaintances. The NPS index is calculated for the main bank - it is determined by the respondents themselves if they are clients of several banks at once.
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NAFI Research Centre. (November 26, 2020). How much are you ready to recommend your main bank to your friends/acquaintances on the scale 0 to 10? [Graph]. In Statista. Retrieved December 22, 2024, from https://www.statista.com/statistics/1187489/russians-on-likelihood-to-recommend-their-bank-to-others/
NAFI Research Centre. "How much are you ready to recommend your main bank to your friends/acquaintances on the scale 0 to 10?." Chart. November 26, 2020. Statista. Accessed December 22, 2024. https://www.statista.com/statistics/1187489/russians-on-likelihood-to-recommend-their-bank-to-others/
NAFI Research Centre. (2020). How much are you ready to recommend your main bank to your friends/acquaintances on the scale 0 to 10?. Statista. Statista Inc.. Accessed: December 22, 2024. https://www.statista.com/statistics/1187489/russians-on-likelihood-to-recommend-their-bank-to-others/
NAFI Research Centre. "How Much Are You Ready to Recommend Your Main Bank to Your Friends/Acquaintances on The Scale 0 to 10?." Statista, Statista Inc., 26 Nov 2020, https://www.statista.com/statistics/1187489/russians-on-likelihood-to-recommend-their-bank-to-others/
NAFI Research Centre, How much are you ready to recommend your main bank to your friends/acquaintances on the scale 0 to 10? Statista, https://www.statista.com/statistics/1187489/russians-on-likelihood-to-recommend-their-bank-to-others/ (last visited December 22, 2024)
How much are you ready to recommend your main bank to your friends/acquaintances on the scale 0 to 10? [Graph], NAFI Research Centre, November 26, 2020. [Online]. Available: https://www.statista.com/statistics/1187489/russians-on-likelihood-to-recommend-their-bank-to-others/
