Payment service (accepting payments from individuals)

Last year, the research agency BCGroup assessed the satisfaction of corporate clients of one of the largest banks.

The purpose of this study was to examine the Bank's customer satisfaction index over time.

The following tasks were set for the study:

• general assessment of the level of satisfaction of the Bank's clients with the service for accepting payments from individuals without opening a current account;
• comparison of regional indicators with national indicators;
• consideration of the level of satisfaction with the service over time;
• advantages and disadvantages of the service;
• reasons for loyalty to the Bank.

A telephone survey was used as a method of collecting information. The survey involved enterprises that receive payment for their services from the public through the Bank.

It is worth noting that the response to this survey was 70% of the original base, which is a very high figure. The average response rate to satisfaction surveys is up to 30-40%.

For privacy reasons, we cannot provide specific brands and numbers.