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In the survey «Customer Experience Index 2009: How are retail banks overcoming the financial storm in Russia?» conducted jointly by Senteo GmbH and PricewaterhouseCoopers, Alfa-Bank received the highest average score among Russia’s 50 largest banks for the third year in a row.
The banks were evaluated according to the following categories: brand awareness, efficiency of marketing strategy, customer service at local branches, and the extent to which products and services meet the customers’ requirements. The survey was carried out by mystery shoppers.
Alexey Marey, Head of Alfa-Bank’s Retail Business, said, «We have always benefited from the high quality of our service, and this was especially true in 2009. We were committed to helping our customers during this challenging period, a commitment which spurred us to improve our services even further. We are proud that our efforts to provide a first-class customer experience have been recognized.»
