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 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 the Yandex, Ozon and Wildberries ecosystems have captured 40% of the electronic money market
