The main trigger for Russians to abandon a bank's services is the increase in the cost of service and the appearance of hidden commissions. This is evidenced by a study by the financial marketplace "Vyberu.ru", which RIA Novosti reviewed. In second place in terms of importance (27%) is the deterioration of the mobile application and technical failures.
Another 19% of respondents are ready to change banks if the terms of bonus programs are not transparent, there are difficulties with cashback or points "burn out". 11% of respondents point to a deterioration in the quality of customer service, and for 5% a critical factor is a decrease in the benefits of bonuses and a reduction in partner offers.
Analysts noted that for most Russians (48%) the most attractive is a cashback system with real money that can be spent on travel, shopping, restaurants and entertainment. Another 29% prefer the internal currency of banks and ecosystem bonuses, and 23% prefer miles and partner programs.
At the same time, 38% of respondents consider the bonus program an important factor in choosing a bank, 45% perceive it as an additional advantage, and only 17% believe that bonuses have almost no effect on the final decision.
46% of Russians plan to spend bonuses on purchases in partner stores, 26% on air tickets and travel, 19% on restaurants and entertainment, and 9% on paying for utilities.
Read more materials on the topic:
- "People should not suffer from this": the Central Bank explained the problem with Visa and MasterCard cards
- Under one QR code: a consortium of Russian banks is working on an alternative to the SBP solution
- Banks of ecosystems "Yandex", Ozon and Wildberries captured 40% of the electronic money market
