- In 2018, the portfolio of loans to individuals grew by a record 25.3% year-on-year to exceed RUB 6.2 tln.
- The deposit portfolio of Sberbank’s retail clients grew by 7% in 2018 to a record RUB 12.8 tln.
- The portfolio of mortgage loans exceeded RUB 3.6 tln; growth amounted to 25% in 2018.
26 March 2019, Moscow – Sberbank has summarised the performance of its retail business in 2018. Stable growth was achieved in all key areas thanks to increasing the focus on the quality of customer experience and enhancing digital service channels.
Key operational and financial indicators in 2018: stable growth in all areas of business.
The number of active retail clients of Sberbank increased by 8% (or six mln people) in 2018 and now stands at almost 93 mln. In 2018, the portfolio of loans to individuals grew by a record 25.3% year-on-year to exceed RUB 6.2 tln. The portfolio of mortgage loans grew by 25% over the year to exceed RUB 3.6 tln. The credit card portfolio grew by 15% to RUB 634 bln, whilst the consumer loan portfolio grew by 30% to RUB 1.9 tln as of the end of 2018.
The deposit portfolio of Sberbank’s retail clients grew by 7% in 2018 to RUB 12.8 tln. Annual growth of term deposits was 5%; sight deposits grew by 15%.
The number of active users of Sberbank’s digital service channels (mobile application and the internet) grew to 60 mln in 2018, which is a 28% increase compared to 2017. Today, two thirds of clients actively use the Sberbank Online ecosystem of digital products and services. The share of products sold via digital channels in 2018 grew to 37%.
Key initiatives and events in 2018: digital channels are becoming more popular with clients.
Last year saw significant growth of use of the mobile application and internet version of Sberbank Online as clients’ main channel for interacting with Sberbank.
In October 2018, in line with the strategy of digitalising banking services and gradually moving away from the use of plastic cards, Sberbank launched its first digital debit card, which can be obtained and activated in Sberbank Online. Since the launch, clients have obtained more than 600,000 digital cards.
Over the year, sales of debits cards via Sberbank Online grew threefold, to 20% of all debit cards. Use of the card blocking function doubled. In March 2019, Sberbank presented a service that lets clients change their PIN code in Sberbank Online. It is expected that this will also contribute to increased use of the bank’s digital ecosystem.
The procedure of applying for and receiving consumer loans in the application and internet version of Sberbank Online was improved in 2018 and the number of actions needed to receive a loan and the bank’s response time were significantly reduced. Today, every second Sberbank client takes out a loan in Sberbank Online, which equals 25,000 loan applications a day.
The popularity of the service for paying traffic fines via Sberbank Online doubled in 2018. It lets clients receive information about fines and track their payment in a single interface.
In 2018, Sberbank started helping clients via chats in Sberbank Online. Now more than 1,000,000 chat sessions take place per month, and 20% of chat queries are processed automatically by chatbots.
As of the end of the year, 63% of multi-functional public service centres in Moscow accepted cashless payments via Sberbank. This payment method is available in 12 Russian regions.
In 2018, a new digital service called ‘Sberbank Assistant’ was released for clients of the Sberbank First premium chain. It is now used by every fifth client. Sberbank Assistant offers a wide range of functions for affluent clients and lets them quickly and conveniently give instructions to personal managers.