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Senteo Releases its Annual Study Customer Experience Index 2012
#CEI
Senteo Inc., released its annual Customer Experience Index (CEI) that evaluates the activities of large retail Russian banks in terms of their attractiveness to potential customers.
The list of banks in the study included 39 federal retail financial institutions. Mystery shoppers visited approximately 300 offices in Moscow (the only city in Russia, that well represented all study participants). Each bank branch was visited several times at different times of the day. This approach of visiting different branches of the same bank allowed analysts to estimate the consistency and uniformity of customer experience. However, the retail offices of each individual bank were analyzed together to determine the deviation between the best and worst.
Mystery shoppers rated five main elements that affect the customer experience: brand, communication, environment, culture, and the proposal.
These are the top 10 performing banks:
- Alfa-Bank
- Raiffeisenbank
- Home Credit Bank
- UniCredit Bank
- Promsvyazbank
- VTB24
- Citibank
- Nomos-Bank
- Renaissance Credit
- Sberbank
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