Deloitte analyzed more than 300 banks around the world and prepared an index of digitalization of banking services. Three Russian banks out of 15 included in the ranking were among the leaders. The experts compared over 1.1 thousand digital functions - from the ability to open an account online and order a card in the application to creating an investment portfolio. The names of the banks were not disclosed. The full customer journey from looking for a bank to closing an account was also studied.
15 Russian banks were included in the study, and none
of them was in the “Latecomers” category. Moreover, in general, Russia is among
the top ten countries, which are the leaders of digital banking, along with
Japan, Singapore, Norway, etc. Russian banks have surpassed the world average
figures in terms of information search (51% in Russia vs. 45% - the global
average), daily interaction with a client (49% vs. 42%), opening an account
(47% vs. 40%) and using services (32% vs. 24%). Russian banks are lagging
behind in terms of client on-boarding (3 p.p. lower than the average).
The weakest point for Russia and the whole world (15%) was the process of account closing. In addition to account closing, digitalization market leaders are ahead of Russia in terms of using services for opening account, managing cards and personal finances, in ecosystem and aggregation of services, investment services, non-banking products and insurance.