Launching the Customer Service Outlet Reformatting Programme

Sberbank’s Strategy through 2014 envisages rapidly developing all sales and customer service channels. In 2009-2010, we made serious efforts to design new models for our customer service outlets (three general formats and five special formats). The new formats support a range of new service models and meet the needs and expectations of different customer groups.

Most reformatted outlets are so-called basic format offices (60%) and extended or flagship format offices (30%). The remaining outlets are special format offices — business development centres, self-service offices and VIP service outlets. Some 76% of the reformatted outlets were launched in priority business development areas, such as cities with populations of over 100,000, including Russia’s “million cities”.

The new formats support a range of new service models and meet the needs and expectations of different customer groups

The main features of the new customer service outlets include:

  • Convenient open space layout;
  • Two main service areas — a transactions area and a consultation and sales areas;
  • Intuitive navigation, including electronic queue systems;
  • A “one-stop-shop” offering access to a broad range of the most popular products and services;
  • Expanded self-service areas and Internet kiosks;
  • Modern design aligned with Sberbank’s new corporate identity;
  • Comfortable waiting areas with sofas, water coolers, coffee machines and children’s play areas.

Our customers have noted recent improvements in the convenience and comfort of the Bank’s outlets. They greatly appreciate the intuitive navigation, convenient waiting areas, confidentiality of transactions and other features essential to a modern banking office.

The outlet reformatting programme involves modernising existing customer service outlets and optimising outlet locations in order to make it more convenient for customers to use the Bank’s services. This makes the Bank’s products and services more accessible to all customer groups.

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