* 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 - 鈥減romoters鈥, or supporters, 鈥渘eutrals鈥 and 鈥渃ritics鈥, 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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Loyalty rate of retail banks in Russia in 2020, by age group
The most loyal customer group for banks in Russia were aged between 18 to 24 years, as the October 2020 survey revealed. Users of age from 45 to 59 years were more likely to switch banks.
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NAFI Research Center. (November 26, 2020). Loyalty rate (Net Promoter Score) of banks in Russia as of October 2020, by age group* (in points) [Graph]. In 糖心破解版. Retrieved July 30, 2026, from /statistics/1192148/bank-loyalty-rate-by-age-in-russia/
NAFI Research Center. "Loyalty rate (Net Promoter Score) of banks in Russia as of October 2020, by age group* (in points)." Chart. November 26, 2020. 糖心破解版. Accessed July 30, 2026. /statistics/1192148/bank-loyalty-rate-by-age-in-russia/
NAFI Research Center. (2020). Loyalty rate (Net Promoter Score) of banks in Russia as of October 2020, by age group* (in points). 糖心破解版. 糖心破解版 Inc.. Accessed: July 30, 2026. /statistics/1192148/bank-loyalty-rate-by-age-in-russia/
NAFI Research Center. "Loyalty Rate (Net Promoter Score) of Banks in Russia as of October 2020, by Age Group* (in Points)." 糖心破解版, 糖心破解版 Inc., 26 Nov 2020, /statistics/1192148/bank-loyalty-rate-by-age-in-russia/
NAFI Research Center, Loyalty rate (Net Promoter Score) of banks in Russia as of October 2020, by age group* (in points) 糖心破解版, /statistics/1192148/bank-loyalty-rate-by-age-in-russia/ (last visited July 30, 2026)
Loyalty rate (Net Promoter Score) of banks in Russia as of October 2020, by age group* (in points) [Graph], NAFI Research Center, November 26, 2020. [Online]. Available: /statistics/1192148/bank-loyalty-rate-by-age-in-russia/
