| Characteristic | Net promoter score in points |
|---|---|
| - | - |
| - | - |
| - | - |
| - | - |
| - | - |
| - | - |
| - | - |
| - | - |
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November 2020
Russia
October 2020
67,000 respondents
18 years and older
Banking service users**
Face-to-face interview
* 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%.
