Customers
Bank Saint Petersburg is the largest private bank in North-West Russia. The financial services provided by the Bank support the local development of the region and its sustainable economic growth, and help individual customers achieve their financial goals.
Client business remains the core of the Bank’s activities. As at 1 January 2026, the Bank serves approximately 2,297,000 individual customers and around 62,000 corporate customers. Proximity to customers, high processing speed and flexibility of decision-making remain the Bank’s traditional advantages in the North-West Region and, together with the introduction of new quality standards across all operations, settlements and services, underpin the Bank’s contribution to the social and economic development of Russia’s North-West.
Under its Policy on Sustainable Development, the Bank’s work with clients is guided by a number of key commitments: combating discrimination of all kinds; ensuring the reliability and continuity (24/7) of financial services for corporate and private clients; increasing the accessibility of the Bank’s products and services for all segments of the population regardless of region; a client-oriented approach that meets client needs; and ensuring the information security of client data.
Customers
Bank Saint Petersburg is the largest private bank in North-West Russia. The financial services provided by the Bank support the local development of the region and its sustainable economic growth, and help individual customers achieve their financial goals.
Client business remains the core of the Bank’s activities. As at 1 January 2026, the Bank serves approximately 2,297,000 individual customers and around 62,000 corporate customers. Proximity to customers, high processing speed and flexibility of decision-making remain the Bank’s traditional advantages in the North-West Region and, together with the introduction of new quality standards across all operations, settlements and services, underpin the Bank’s contribution to the social and economic development of Russia’s North-West.
Under its Policy on Sustainable Development, the Bank’s work with clients is guided by a number of key commitments: combating discrimination of all kinds; ensuring the reliability and continuity (24/7) of financial services for corporate and private clients; increasing the accessibility of the Bank’s products and services for all segments of the population regardless of region; a client-oriented approach that meets client needs; and ensuring the information security of client data.
The Bank continues to develop its office network in St. Petersburg and beyond, creating up-to-date and convenient outlets tailored to customer needs. As at 31 December 2025, the Bank operated 5 branches in the Russian Federation — 3 in the North-West region, 1 in Moscow and 1 in Novosibirsk — together with 2 representative offices (in Rostov-on-Don and Krasnodar) and 62 additional offices (54 of the Bank’s own additional offices and 8 additional offices of its branches).
Under its ‘Transformation of Customer Interaction Channels’ strategic priority, the Bank continued to optimise its work with clients and improve operational efficiency and service quality. In 2025, the Bank opened 10 offices in a new service format, including 6 ‘light-format’ offices. As part of this priority, the Bank has set an ambitious goal of building the infrastructure needed to serve individual customers beyond its regions of presence, across the whole of Russia, through partner channels, platforms and financial services aggregators, alongside the continued development of its remote service channels.
Open space provides proper attention to each customer, 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 customer services and there is a special room for confidential meetings.
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.
Service quality is one of the Bank’s key priorities. Each year, the Bank assesses the satisfaction of individual customers, legal entities and individual entrepreneurs with the quality of the financial products, services and offerings it provides.
To measure customer satisfaction, the Bank has used the Net Promoter Score (NPS) since 2019 — an index well established among professionals and major companies across a range of industries. The annual NPS assessment allows the Bank to gather customer feedback on the changes made over the year, identify and promptly resolve issues customers encounter, and reinforce and scale positive service experiences. Raising the NPS score is one of the target success metrics set out in the Bank’s 2024–2026 Strategy.
To maintain service quality throughout the year, the Bank regularly monitors quality and speed metrics across all its key customer channels. To track service quality at branches and the contact centre, and the quality and speed of handling non-voice customer enquiries, the Bank measures the Customer Satisfaction Index (CSI), which captures customer impressions immediately after contacting the Bank and enables a prompt response where the experience has been negative. To assess customer satisfaction with the mobile application, Internet Bank and PWA, the Bank uses the Temkin Experience Rating (TER), which evaluates the functionality, ease and convenience of completing tasks through the Bank’s remote channels from the user’s perspective.
The Bank’s product teams work to improve financial products and services using customer feedback from enquiries, surveys and in-depth interviews, adjusting products to preserve customer value, ensure transparent and clear terms, and improve ease of use. The Bank has also introduced regular assessments of customer satisfaction with the quality of its IT services, recognising the availability and uninterrupted operation of IT services as a key component of a high-quality customer experience.
Comprehensive, regular analysis of customer feedback allows the Bank to maintain a high standard of quality and accessibility for its financial products and services, identify and promptly resolve issues customers face, and reinforce and scale positive service experiences. The Bank’s NPS score continues to show consistently good results, with customers recognising and responding positively to the improvements introduced.
The Bank strives to ensure equal access to its products and services for all customers. Any customer, regardless of health condition, should be able to freely use the Bank’s products and access services at its offices, on the Bank’s website and through its mobile application.
The Bank designs its offices, lending centres and round-the-clock service zones to the most modern standards of customer convenience, taking accessibility requirements into account. As part of its long-term ‘Accessible Environment’ programme, the Bank carries out a range of initiatives to improve the accessibility of its banking products and services:
- Introducing remote service options;
- Preparing accessibility passports for the Bank’s subsidiary offices jointly with a public association of disabled persons;
- Installing wireless call buttons;
- Equipping six subsidiary offices with fixed electrical lifting devices;
- Equipping seven subsidiary offices with ramps;
- Fitting all subsidiary offices with anti-slip contrast strips on staircases;
- Installing tactile maps with Braille labelling to help the visually impaired navigate the Bank’s subsidiary offices;
- Developing a service for wheelchair users, with ten mobile tracked stair lifts in use across the network;
- Training staff in communication ethics and first aid;
- Designing all new offices to provide a fully barrier-free and accessible environment.
Open-plan spaces at the Bank’s offices ensure due attention to each customer, with zoning tailored to the needs of different visitor groups: an extended round-the-clock self-service zone is available at the entrance; the main part of the office is divided into an operational service zone (for quick transactions), a client zone (for longer transactions) and a cash-desk zone, separated by a comfortable waiting area. Individual customer service is provided separately, away from the main office zones: a Premium zone serves VIP customers, and a dedicated room is available for confidential meetings.
At the same time, the Bank is actively developing its digital business and strives to adapt its applications as far as possible for comfortable use by all groups of customers, while also enabling customers to make donations to charitable organisations quickly and easily through its remote channels.
The Bank works actively to counter fraud against its customers: a round-the-clock monitoring service run by the Security Directorate operates successfully, together with an automated antifraud system that identifies suspicious transactions involving customers’ electronic payment instruments. Scripts have been developed and introduced for financial experts to use when interacting with customers to identify suspicious transactions, and printed materials on fraud schemes are available at staff workstations.
