Handling Customer Complaints

Handling customer complaints and claims is one of the key instruments in improving service quality and customer loyalty. In 2011, we received over one million individual communications from our customers, including both positive feedback and complaints. The main topics of the complaints included:

  • The quality of service: waiting time, improper employee behaviour and difficulties in obtaining necessary information;
  • Problems in obtaining and using plastic cards;
  • Problems in using remote banking services.

In order to streamline and improve complaint handling processes and reduce handling time, in 2011 the Sberbank Management Board approved Policy No. 2081 for Handling Communications from Customers, Shareholders and Employees of OJSC Sberbank of Russia dated 16 February 2011.


My Annual Report

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