* 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%.
Citation formats
Loyalty rate of retail banks in Russia in 2020, by service type
As the survey results revealed, the loyalty rate was the highest for debit cards and term deposits among other financial services in Russia as of October 2020. For the target loans, on the other hand, the probability of not promoting or switching to another service was the highest.
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NAFI Research Center. (November 26, 2020). Loyalty rate (Net Promoter Score) of banks in Russia as of October 2020, by type of service* (in points) [Graph]. In 糖心破解版. Retrieved July 30, 2026, from /statistics/1192202/bank-loyalty-rate-by-service-in-russia/
NAFI Research Center. "Loyalty rate (Net Promoter Score) of banks in Russia as of October 2020, by type of service* (in points)." Chart. November 26, 2020. 糖心破解版. Accessed July 30, 2026. /statistics/1192202/bank-loyalty-rate-by-service-in-russia/
NAFI Research Center. (2020). Loyalty rate (Net Promoter Score) of banks in Russia as of October 2020, by type of service* (in points). 糖心破解版. 糖心破解版 Inc.. Accessed: July 30, 2026. /statistics/1192202/bank-loyalty-rate-by-service-in-russia/
NAFI Research Center. "Loyalty Rate (Net Promoter Score) of Banks in Russia as of October 2020, by Type of Service* (in Points)." 糖心破解版, 糖心破解版 Inc., 26 Nov 2020, /statistics/1192202/bank-loyalty-rate-by-service-in-russia/
NAFI Research Center, Loyalty rate (Net Promoter Score) of banks in Russia as of October 2020, by type of service* (in points) 糖心破解版, /statistics/1192202/bank-loyalty-rate-by-service-in-russia/ (last visited July 30, 2026)
Loyalty rate (Net Promoter Score) of banks in Russia as of October 2020, by type of service* (in points) [Graph], NAFI Research Center, November 26, 2020. [Online]. Available: /statistics/1192202/bank-loyalty-rate-by-service-in-russia/
