As the survey results revealed, the loyalty rate was the highest for debit cards and term deposits among other financial services in Russia as of October 2020. For the target loans, on the other hand, the probability of not promoting or switching to another service was the highest.
Loyalty rate (Net Promoter Score) of banks in Russia as of October 2020, by type of service*
(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 type of service* (in points) [Graph]. In Statista. Retrieved August 24, 2024, from https://www.statista.com/statistics/1192202/bank-loyalty-rate-by-service-in-russia/
NAFI Research Centre. "Loyalty rate (Net Promoter Score) of banks in Russia as of October 2020, by type of service* (in points)." Chart. November 26, 2020. Statista. Accessed August 24, 2024. https://www.statista.com/statistics/1192202/bank-loyalty-rate-by-service-in-russia/
NAFI Research Centre. (2020). Loyalty rate (Net Promoter Score) of banks in Russia as of October 2020, by type of service* (in points). Statista. Statista Inc.. Accessed: August 24, 2024. https://www.statista.com/statistics/1192202/bank-loyalty-rate-by-service-in-russia/
NAFI Research Centre. "Loyalty Rate (Net Promoter Score) of Banks in Russia as of October 2020, by Type of Service* (in Points)." Statista, Statista Inc., 26 Nov 2020, https://www.statista.com/statistics/1192202/bank-loyalty-rate-by-service-in-russia/
NAFI Research Centre, Loyalty rate (Net Promoter Score) of banks in Russia as of October 2020, by type of service* (in points) Statista, https://www.statista.com/statistics/1192202/bank-loyalty-rate-by-service-in-russia/ (last visited August 24, 2024)
Loyalty rate (Net Promoter Score) of banks in Russia as of October 2020, by type of service* (in points) [Graph], NAFI Research Centre, November 26, 2020. [Online]. Available: https://www.statista.com/statistics/1192202/bank-loyalty-rate-by-service-in-russia/