Reviews about Sberbank: why so many negative?

Sberbank is one of the largest financial organizations in Russia. An extensive network of branches, which number more than 20 thousand, it would seem, should create for its customers a maximum of convenience in service. However, reviews of Sberbank say the opposite. As a percentage of positive feedback, 14% of the total number of complaints, respectively, negative reviews are 86%.

Sberbank in figures

According to the generalized rating of the banks of the Russian Federation, based on official data of the Central Bank of Russia, Sberbank ranks first in terms of its financial activity. As of April 1, 2013, its assets are 13,480,179,974 thousand rubles. The organization, which holds the second place, has at its disposal assets in the amount of 4,312,628,588 thousand rubles. Separation from other participants of the banking sector is huge.

According to another rating of the same organization, which evaluates the work of financial and credit institutions on loans issued, Sberbank also takes the first line. Indebtedness under loans from individuals is 56,808,346 thousand rubles., Total issued in the past 2012 in the amount of 2,550,799,323 thousand rubles.

At the same time, the clients of the bank, describing the work of employees and the quality of the services provided, left such reviews about Sberbank, which lowered the financial institution in the national rating to the 30th place with an average score of 1.77. On the first line there is a bank with an average quality of service 4.72.

Sberbank: online job reviews

The company's work was analyzed on three criteria: qualification of employees, services provided and maintenance. Most of it is negative feedback about Sberbank, related to the personnel and technical support of ATM users and the online banking system. Sberbank's branches in their overwhelming majority are famous for the big lines, sad faces of clients and tired workers. The problem here is one - it is a low organization of work, a shortage of personnel and, as a consequence, large queues that tire both sides: the bank's employees and its clientele.

Reviews about Sberbank are also related to software failures. The management of the bank is trying to resolve the related troubles. In 2011, the company acquired a number of IBM servers with software from Cracle, which are the best database management system at the moment. The budget spent on this amounted to 26.8 billion rubles in 2011 and more than 31 billion rubles in 2012. These are the largest expenditures on IT technology among Russian banks. But despite this, only in 2012 there were 8 major failures. While Cracle is testing its equipment at Sberbank, at their own expense, the depositors of the bank suffer from this.

At the same time, the organization holds leading positions on the availability of assets, transactions and capital turnover thanks to its lucrative loan products, such as "Autocrediting" and "Ipoteka Sberbank." The responses concerning this criterion are positive in the overwhelming majority. This is the only point on which the population has no complaints to the bank. Influences the volume of turnover and the wide popularity of the brand among the population of the country, and regularly conducted campaigns and rallies among customers.

It remains only to assume how much Sberbank's income would have grown if it had finally adjusted the software, restructured and improved the quality of service on the ground.