PROXIMITY TO CUSTOMERS
The Bank continues to develop its branch network in St. Petersburg, creating the most up-to-date and convenient outlets, lending centres and round-the-clock service locations. As of January 1, 2018, the Bank’s customer service network comprises 67 outlets, 9 mortgage lending centres and 4 car lending centres. The numbers of ATMs and POS terminals were increased in the reporting year to 804 and 7 242 respectively.
In 2017, the Bank continued to open new offices, in which a new approach to business has been realized through an integrated system of organizational and technological innovations. Open space provides proper attention to each client, 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-client services and there is a special room for confidential meetings.
The Bank is also actively developing its business in the digital environment. 50% of private customers are users of Internet Bank. The key innovations for 2017 include: the launch of the mobile website which provides solutions for the user’s daily tasks, a service for completing the tax return forms as well as a service allowing to validate the user account at gosuslugi.ru state services portal.
The Internet Bank i2B is currently used by 94% of the corporate customers of Bank Saint Petersburg, with 99% of payments and FX transactions being made online. A number of unique features were launched in 2017: an enhanced encrypted and certified digital signature (a fully valid substitute of a handwritten signature), the WikiPay service which allows customers to significantly reduce the time to prepare payments as well as possibility to issue powers of attorney to their authorized persons to represent interests to the Bank.
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 the new requirements and wishes of its clients. The Bank values the suggestions of its customers and does its best to follow them.
The Bank continuously works to increase the level of client loyalty: implements measures to improve technologies and processes, 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 acquaintances.
As before, Bank Saint Petersburg is 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) and was ranked 18th in Russia at the end of 2017. This public rating is based on feedback left by customers, by taking into account the quality of customer care and banking services, the response time and the Bank’s ability to settle various issues.
The quality of the Bank's products and services in 2017 was also distinguished by a number of federal and regional awards, including the Russian Financial Elite and the Consumer Rights and Quality of Service national awards. The Bank was recognized as the best regional bank for corporate clients within the Banking award. In addition, the Bank received the Retail Finance Awards, in the category of Best Social Project and won the Consumer Confidence and Global Banking & Finance Review Awards, in the category of Best Mortgage Bank.