CUSTOMERS

Bank Saint Petersburg is the largest private bank in Northwest Russia. The financial services provided by the Bank support the local development of the region and its sustainable economic growth, as well as helping individual customers to reach their financial targets.

Services for customers still constitute the core of the Bank’s business. The Bank has 2 090 000 individual customers and 50 000 corporate customers. Its proximity to customers, high processing speed, and flexibility of decisions remain the traditional advantages of Bank Saint Petersburg in the Northwest Region. Combined with the introduction of new quality standards for all operations, settlements and services, these factors determine the Bank’s contribution to the social and economic growth of the Russian Northwest.

PROXIMITY TO CUSTOMERS

The Bank continues to develop its branch network in St. Petersburg, creating the most up-to-date and convenient outlets, lending centers and round-the-clock service locations. As of January 1, 2019, the Bank’s customer service network comprises 65 outlets, 6 Mortgage Lending Centers and 4 Car Lending Centers. The numbers of ATMs and POS terminals amounted to 797 units.

In 2018, the Bank continued to open new offices, in which a new approach to business has been realized through an integrated system of organizational and technological innovations. Open space provides proper attention to each customer, while spatial zoning is fully aligned with the needs of various customer groups. At the office entrance, there is an extended 24-hour self-service zone. The main part of the office is divided into an operational service zone (for quick operations), a zone for more time-consuming operations, and the cash-desk zone. There is a comfortable waiting area between these zones. At the same time, individual customer services are provided separately, in a designated area away from the main office zones. This Premium zone is for VIP-customer services and there is a special room for confidential meetings.

The Bank is also actively developing its business in the digital environment. 54% of private customers are users of Internet Bank. The key innovations for 2018 include: the online application for the Bank loan products, opening accounts and currency exchange operations in 11 new currencies, and the push notification system implementation.

Internet Bank i2B is currently used by 95% of the corporate customers of Bank Saint Petersburg, with 99% of payments and FX transactions being made online. A number of unique features were launched in 2018: the new Online Account service is now available for customers enabling them to arrange a bank guarantee within one business day and to apply online for reservation of an account and track its status, as well as to arrange a merchant and e-commerce acquiring agreement.

HIGH SPEED AND FLEXIBILITY OF THE DECISION-MAKING PROCESS

Close proximity to customers, a high processing speed and the flexibility of the decision-making process remain the traditional advantages of Bank Saint Petersburg in the Northwest Region.

The Bank introduced its continuously functioning Loan Factory project by fine-tuning the lending process throughout the entire life cycle of a loan, from application review and disbursement of funds to a loan follow-up for both individuals and legal entities. In view of the fact that loan product automation is a crucial element of the Loan Factory, the Bank standardized the procedure for the automation of newly introduced loan products.

The technological leadership of the Bank guarantees a high-speed of digital services. All Internet Bank services — loans, deposits, and cards — are easily available to customers in a click. The service is based on the timely creation of personalized offers and pre-completed forms in the channel most convenient for the customer.

HIGH QUALITY SERVICE

Bank Saint Petersburg is striving to become the leading bank in the Northwest Region in terms of service quality and, in view of this strategic goal, continues to improve its procedures for managing service quality. In addition to quality customer services provided by the Bank's outlets, considerable focus is placed on the technologies that make the Bank's products and services more user-friendly and accessible to its customers. This convenient service structure spans across the entire range of digital banking channels.

Effective work with the feedback received from customers is the determining element of the Bank’s quality management system. Each customer enquiry has practical value: it carries information about the level of the service provided, ideas for its improvement and helps the Bank to track new requirements and wishes of its customers. The Bank values their suggestions and does its best to follow them.

The Bank continuously works to increase the level of customer loyalty: It implements measures to improve technologies and processes, and conducts a multifaceted analysis of the results. In order to obtain an objective assessment of the service quality, the Bank measures the index of consumer loyalty Net Promoter Score (NPS), which shows the ratio of satisfied customers to those who are not very satisfied with the service for some reasons, measures the consumer's desire to recommend the Bank’s products or services to his/her acquaintances.

Quality of the Bank’s customer services is reflected in constant improvement of the Bank’s position in the Premier League of the general public’s rating at banki.ru (among the top 50 banks with the highest number of accepted votes). The public rating is based on the feedback left by customers, taking into account the quality of customer care and banking services, response time and the Bank’s ability to settle various issues.

Quality of the Bank’s services was highly estimated by bank professionals in 2018. In 2018, the Bank was recognized as Russia’s Best Mortgage Bank by the international contest Global Banking and Finance Review Awards, while the YARKO rewards program was distinguished as the best financial institute loyalty program in Russia by Loyalty Awards Russia 2018. Moreover, the Bank was recognized as Best Mortgage Bank Russia and Best Bank for Escrow Accounts Russia 2018 by Global Banking and Finance Review Awards. The Bank’s Internet Bank system was among three best online banking services in Russia according to USABILITYLAB.