Gazprombank adheres to the principles of responsible banking, as formulated by the Financial Initiative of the United Nations Environment Programme (UNEP FI), which form an integral part of the Bank's activities.
Doing business on the basis of the principles of environmental responsibility, social responsibility and good governance is Gazprombank's contribution to expanding the positive impact of banks on the environment and society.
The principles of Gazprombank's responsible banking activities are formulated and enshrined in the Bank's adopted Sustainable Development Policy:
When building business relationships with partners and competitors, the Bank complies with applicable legislation and recognized international business practices. The Bank shares the principles of fair and good-faith competition and adheres to such concepts as equality and fairness, as well as generally-accepted moral and ethical standards. The Bank guarantees that all received and used information on partners and competitors is acquired by the Bank in compliance with the applicable principles and standards of business ethics.
The Bank ensures the transparency of its business operations by providing complete and qualitative information about its activities. This is achieved by the open relationship between the Bank and its partners and the publication of various types of reliable information.
The principles of business ethics and standards of business conduct are enshrined in the Bank's Code of Corporate Ethics.
The Bank’s ESG products
For corporate and retail customers
Support for retail customers
Handling incoming requests
External events and customer training
Trainings, seminars and field events
Always and everywhere, Gazprombank strives to get feedback from its customers and treats each response to its work with the utmost attentiveness – this helps us improve the quality of our products and services and maintain the loyalty of our customers.
In handling requests, we immediately take measures to quickly resolve the difficulties that have arisen and prevent the occurrence of similar situations in the future.
The Bank is very appreciative of – and attentive to – feedback about our work, as it improves the quality of our products and services and retains the loyalty of our customers.
When working with information, the Bank first and foremost attends to its security.
The Bank regularly evaluates the quality of service provided to individuals at its branches using the Secret Shopper method. Within the framework of this project, the level of professionalism of employees and their compliance with work standards is checked and areas for service improvements are identified. According to the results obtained over the past 2 years, the average service rating at the bank's offices has increased by 12 %. This result was achieved by improving line management, product presentation, handling customer objections, and sales.
Footprint: Cities where the bank operates.
Methodology: private audits (conducting audits on behalf of potential clients).
Survey period: quarterly.
As part of its monthly brand-health monitoring, the Bank measures its key brand indicators: knowledge, usage, image, attractiveness and willingness to recommend the Bank. Since 2017, the Bank has managed to increase its willingness-to-recommend index by a factor of 7.5 and get as close as possible to the market leaders.
Footprint: Russia, cities with a population more than 100,000.
Target group: users/those planning to use banking products and services, 18–55 years old, average income or higher.
Methodology: quantitative research, online survey.
Survey period: monthly.
In 2021, Gazprombank became the winner of the CX World Awards in the “Customer-Focused Corporate Culture” nomination.
The award in this category is given to organizations that have implemented an initiative that encourages cultural change to achieve a superior customer experience. Nominees must demonstrate an understanding of corporate culture (CC) and how it effectively changes and affects the improvement of customer experience.
In 2021, Gazprombank became the winner of the CX World Awards in the "Customer-Service Professional" nomination.
The award showcases the best professionals in customer service – employees who directly interact with customers and, with their human-centered attitude, create an excellent customer experience at the company, demonstrating personal professional achievements and results, customer focus, engagement, and the motivation to achieve the organization’s strategic goals.
The award was given to Ekaterina Khairutdinova, Head of the Corporate Customer Inquiries Handling Section in Cheboksary, for translating the values of a customer-focused approach in her daily work and involving her colleagues in creating a new service environment.
In 2021, Gazprombank became a CX World Awards nominee in the field of "Employee Engagement/Motivation Practice."
The award is given to organizations that demonstrate the best strategy/program/practice/ for the engagement/motivation of their personnel in the formation and improvement of customer experience, including a deep understanding of the organization’s strategic goals and mission, brand values, customer needs and expectations, a high level of employee engagement and satisfaction.
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