Russians often criticize Tinkoff for poor customer service, Sberbank for blocking card transfers, the level of service in branches and intrusive sales of banking products, Alfa-Bank for high commissions and app blocks mobile.
These statistics were compiled by analysts at Ashmanov and Partners. The company analyzed the number and tonality of mentions of the ten most discussed banks on the web: Sberbank, Tinkoff, Alfa-Bank, Raiffeisen, Gazprombank, Russian Standard Bank, Rosselkhozbank, Sovcombank, VTB and Bank Post.
Overall, analysts noted a positive trend: positive mentions make up a third of the total and almost three times the number of negative messages.
Among the advantages of Tinkoff are the comfort and variety of products, a high degree of integration with other services; Sberbank is often mentioned as a good employer, growth in the quality of services and convenience of the ATM network is noted; Alfa-Bank highlights the premium service and high limits on free fund transfers.
If we talk about the ratio of positive mentions to the total number of messages, then Rosselkhozbank (75%), Sovcombank (73%) are in the first lines. The proportion of positive messages from these banks is much higher than the market average (it is 41%).
The leaders in terms of the percentage of negativity are Raiffeisen and Sberbank – 28% and 20%, respectively.
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