OREANDA-NEWS. September 12, 2012. NOMOS-BANK’s method of calculating its customer satisfaction index – its CSI PREMIUM – is in compliance with ESOMAR (European Society of Marketing Research Professionals). This was the conclusion of the marketing agency GFK from its study of the Bank’s research methods, reported the press-centre of NOMOS-BANK. 

"It is impossible to service wealthy clients without building long-term partnerships. The basis for this is a consultative selling model such as NOMOS-BANK uses in its financial planning format. The process not an easy one for the Bank and requires investment, but it also yields continuous growth,” says Director of Premium Banking at NOMOS-BANK, Dmitry Domarev. “Regular monitoring and corrective action are an integral part of any complex process. From day one, we closely monitor the quality of our services and track how satisfied customers are with the Bank, and we are proud that even over an extended period of growth the index has never dipped under 4.7 on a 5-point scale."

NOMOS-BANK was the first bank in Russia to introduce the practice of a monthly CSI PREMIUM evaluation of customer satisfaction. As of August 2012, the index stands at 4.8 on a 5-point scale. The trend over the last 6 months was generally positively stable.