By Michael Ruckman

On June 1, we released our annual retail banking survey, “The Customer Experience Index 2012 — Choosing the Right Path to Greater Appeal in the Eyes of the Customer.”

Most Russian bankers are concerned not just with attracting new customers, but how to retain them. This attitude signals an important evolutionary change in the Russian retail banking market and illustrates a new focus on building relationships with customers, and ultimately, loyalty.

The Customer Experience Index rates how appealing banks are to their customers based on five key elements that make up the Senteo Customer Experience Methodology. Since 2007, the CEI has helped elevate the awareness and recognition of the term customer and many bankers have used it as a guide to direct their customer experience programs, including using the scores in our index as key performance indicators as they manage their retail businesses.

We hope you'll find this a useful tool to make your business more customer centric.



Known in the industry as “experience creators”, the Senteo team has delivered more than 250 successful projects around the world, including projects for 14 of the top 100 brands and 18 of the top 100 banks in the world.

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