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 2 232 000 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, 2020, the Bank’s customer service network comprises 64 outlets, 7 Mortgage Lending Centers and 3 Car Lending Centers. The numbers of ATMs and POS terminals amounted to 813 units.

In 2019, the Bank continued to open new offices, in which a new approach to business has been realized via 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. 58% of private customers are users of Internet Bank. The key innovation for 2019 is the unique service Exchange Bridge allowing retail exchange of 14 currencies online at a fixed rate. Nowadays, the new service has no equivalent among existing offers on retail market.

Internet Bank i2B is currently used by over 99% of the corporate customers of the Bank Saint Petersburg’s corporate customers, with 99% of payments and FX transactions being made online. The key innovation for 2019 is mobile application BSPB Business where corporate customers can access necessary range of online services for business, make payments and other banking operations quickly and safely.

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.

In August 2019 the Bank won in the Banks category of the first rating of St. Petersburg brands organized by the Delovoy Peterburg newspaper. Companies’ value was not taken into account, since the list was drafted from the point of view of a citizen. The editors submitted requests to more than 50 organizations in St. Petersburg. Marketing professionals, sociologists, as well as other specialists provided their assistance in compiling the rating. Media activism of each brand, according to the data from the Medialogia company, was also taken into account. Delovoy Peterburg, which is the most widely recognized newspaper and portal on business and life of the city, sorted 200 St. Petersburg brands based on the point of view of its readers. The journalists short-listed 100 best and most successful trademarks to the Delovoy Peterburg Brand Rating.

In 2019, the Bank ranked 18th among the top Russian banks according to Forbes. Forbes partnered with market research firm Statista, which surveyed 40 000 customers in 23 countries. Customers assessed their overall satisfaction with the banks’ activity, as well as specific characteristics such as trust, fees, terms and conditions, digital services and financial advice. Between 5 and 60 banks were identified as top banks in each country, based on the total evaluations collected.