The most loyal customer group for banks in Russia were aged between 18 to 24 years, as the October 2020 survey revealed. Users of age from 45 to 59 years were more likely to switch banks.
Loyalty rate (Net Promoter Score) of banks in Russia as of October 2020, by age group*
(in points)
Characteristic
Net promoter score in points
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* 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.
** An all-Russian representative survey (f2f) among residents of all types of settlements in all constituent entities of the Russian Federation. The statistical error does not exceed 0.38%.
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NAFI Research Centre. (November 26, 2020). Loyalty rate (Net Promoter Score) of banks in Russia as of October 2020, by age group* (in points) [Graph]. In Statista. Retrieved July 22, 2024, from https://www.statista.com/statistics/1192148/bank-loyalty-rate-by-age-in-russia/
NAFI Research Centre. "Loyalty rate (Net Promoter Score) of banks in Russia as of October 2020, by age group* (in points)." Chart. November 26, 2020. Statista. Accessed July 22, 2024. https://www.statista.com/statistics/1192148/bank-loyalty-rate-by-age-in-russia/
NAFI Research Centre. (2020). Loyalty rate (Net Promoter Score) of banks in Russia as of October 2020, by age group* (in points). Statista. Statista Inc.. Accessed: July 22, 2024. https://www.statista.com/statistics/1192148/bank-loyalty-rate-by-age-in-russia/
NAFI Research Centre. "Loyalty Rate (Net Promoter Score) of Banks in Russia as of October 2020, by Age Group* (in Points)." Statista, Statista Inc., 26 Nov 2020, https://www.statista.com/statistics/1192148/bank-loyalty-rate-by-age-in-russia/
NAFI Research Centre, Loyalty rate (Net Promoter Score) of banks in Russia as of October 2020, by age group* (in points) Statista, https://www.statista.com/statistics/1192148/bank-loyalty-rate-by-age-in-russia/ (last visited July 22, 2024)
Loyalty rate (Net Promoter Score) of banks in Russia as of October 2020, by age group* (in points) [Graph], NAFI Research Centre, November 26, 2020. [Online]. Available: https://www.statista.com/statistics/1192148/bank-loyalty-rate-by-age-in-russia/
