* Based on 1,108 functionalities and six stages of customer-bank interaction.
The analysis was based on an overview of digital maturity between banks (DBM benchmark) and assessment of digital banking channels from customer experience perspective (UX assessment).
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Digitalization index of banks in Russia 2020, by customer journey stage
The highest digitalization index among Russian banks was reported for information search in 2020. The score was the lowest for account closure, or the last stage of customer journey, at ** percent.
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Deloitte. (September 30, 2020). Digitalization index of banks in Russia in 2020, by stage of customer journey* [Graph]. In ÌÇÐÄÆƽâ°æ. Retrieved July 31, 2026, from /statistics/1178710/russia-digitalization-index-of-banks-by-customer-journey/
Deloitte. "Digitalization index of banks in Russia in 2020, by stage of customer journey*." Chart. September 30, 2020. ÌÇÐÄÆƽâ°æ. Accessed July 31, 2026. /statistics/1178710/russia-digitalization-index-of-banks-by-customer-journey/
Deloitte. (2020). Digitalization index of banks in Russia in 2020, by stage of customer journey*. ÌÇÐÄÆƽâ°æ. ÌÇÐÄÆƽâ°æ Inc.. Accessed: July 31, 2026. /statistics/1178710/russia-digitalization-index-of-banks-by-customer-journey/
Deloitte. "Digitalization Index of Banks in Russia in 2020, by Stage of Customer Journey*." ÌÇÐÄÆƽâ°æ, ÌÇÐÄÆƽâ°æ Inc., 30 Sep 2020, /statistics/1178710/russia-digitalization-index-of-banks-by-customer-journey/
Deloitte, Digitalization index of banks in Russia in 2020, by stage of customer journey* ÌÇÐÄÆƽâ°æ, /statistics/1178710/russia-digitalization-index-of-banks-by-customer-journey/ (last visited July 31, 2026)
Digitalization index of banks in Russia in 2020, by stage of customer journey* [Graph], Deloitte, September 30, 2020. [Online]. Available: /statistics/1178710/russia-digitalization-index-of-banks-by-customer-journey/
