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Private Banking Customer Satisfaction Survey has been carried out in Ukrsotsbank, member of UniCredit Group


UniCredit Group has carried out Private Banking Customer Satisfaction survey in countries – members of the Group, including Ukraine. Ukrsotsbank gained one of the highest remarks among the Banks, participants of the program for service level and quality of the services provided.

Common approach and demands have been applied to all the countries – participants of the survey. Questionnaire has been introduced with a common content among involved countries. Moreover, the survey was coordinated by one single research institute – TNS Italia at the same time in each country, in order to harmonize the results. Due to the specific target to be treated with, special approach was required. Each detail was taking into consideration: clients’ participation interest, the importance of carrying out the research for clients, etc.

“This is the first time we conduct such type of survey in Ukrsotsbank. Formerly, we were guided by Private Banking clients’ individual feedbacks, that didn’t give us the whole picture of their Customer Satisfaction level. Nowadays Bank uses good toolkit for customer needs analyses and for providing them with even more qualitative service. It’s good to realize that Ukrsotsbank has gained the highest points according to international scale”, commented Irina Chernyshova, Head of Marketing Research Department of Ukrsotsbank.     


Ukrsotsbank is one of the largest universal banks of Ukraine, operating in the local market since 1990. The bank offers full range of services to individuals and corporate clients.

The renovated Ukrsotsbank emerged on 31 October 2016 as a result of strategic deal whereby 99.9% of Ukrsotsbank shares have been transferred from UniCredit Group to ABH Holdings S.A. (АВНН) in exchange for a minority 9.9% stake in ABHH. Thus, the bank has combined 26-year-old traditions of Ukrsotsbank’s client-centric attitude, European quality of service inherent to UniCredit, as well as international banking expertise of ABHH in a number of European countries including CIS. Thanks to the successful synthesis and synergy of the two assets of ABHH in Ukraine, Ukrsotsbank and Alfa-Bank, the banking market of Ukraine will see the rise of a new stronger financial institution. This, in turn, will spur up technological advance, increase efficiency, improve quality of service for the clients, reduce cost of banking services whereas their range will inevitably expand.

The extensive retail network of Ukrsotsbank consists of 237 branches, its headcount reaching nearly 5 thousand employees.

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