The bank loyalty rate, which measured the difference between the share of promoter customers and critic users according to the survey at hand, has shrunk significantly in Russia. When screening the audience by their field of employment, it could be seen that the loyalty rate was reported at its highest among top managers, while those employed in individual labor activities recorded a negative one point score as of October 2020.
Loyalty rate (Net Promoter Score) of banks as of October 2020, by field of employment*
(in points)
* 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 as of October 2020, by field of employment* (in points) [Graph]. In Statista. Retrieved November 05, 2024, from https://www.statista.com/statistics/1192331/bank-loyalty-rate-by-employment-field-in-russia/
NAFI Research Centre. "Loyalty rate (Net Promoter Score) of banks as of October 2020, by field of employment* (in points)." Chart. November 26, 2020. Statista. Accessed November 05, 2024. https://www.statista.com/statistics/1192331/bank-loyalty-rate-by-employment-field-in-russia/
NAFI Research Centre. (2020). Loyalty rate (Net Promoter Score) of banks as of October 2020, by field of employment* (in points). Statista. Statista Inc.. Accessed: November 05, 2024. https://www.statista.com/statistics/1192331/bank-loyalty-rate-by-employment-field-in-russia/
NAFI Research Centre. "Loyalty Rate (Net Promoter Score) of Banks as of October 2020, by Field of Employment* (in Points)." Statista, Statista Inc., 26 Nov 2020, https://www.statista.com/statistics/1192331/bank-loyalty-rate-by-employment-field-in-russia/
NAFI Research Centre, Loyalty rate (Net Promoter Score) of banks as of October 2020, by field of employment* (in points) Statista, https://www.statista.com/statistics/1192331/bank-loyalty-rate-by-employment-field-in-russia/ (last visited November 05, 2024)
Loyalty rate (Net Promoter Score) of banks as of October 2020, by field of employment* (in points) [Graph], NAFI Research Centre, November 26, 2020. [Online]. Available: https://www.statista.com/statistics/1192331/bank-loyalty-rate-by-employment-field-in-russia/
