The world is changing, and we all have to change with it. The best banks of the world in 2020 were no exception, they try to keep up to date, and this is described in our time by the capacious word "digitalization".

In the conditions of an oversaturated market with financial services, low interest rates and uniformity of services, the approach to the consumer has become especially important. And now the consumer has gone spoiled - he does not want to go to the department with his legs, but wants to pay directly from his computer, laptop or smartphone. And to do this easily, quickly and with absolute security.

How coronavirus changed the banking industry in 2020

Many countries have been forced to quarantine to contain the spread of the coronavirus epidemic. Naturally, customers could no longer come to the bank themselves, and since they wanted to make purchases and make payments, banks had to hastily develop or modify mobile applications and online services.

According to financial experts, only in the USA in May the number of payments via mobile applications increased by 84%, and the number of transactions conducted by Apple Pay increased 10 times.

How Forbes searched for the best banks in the world for 2020

In compiling the rating, Forbes magazine decided to take an unconventional path. Instead of calculating assets, liabilities, profits and other financial information, experts put the ability of banks to respond to changing circumstances, to evolve and do all this without harming customers, in the first place.

Forbes has partnered with research company Statista. The magazine provided the company with a list of the largest banks in the world, and company employees interviewed more than 40 thousand customers of these same banks in 23 countries. They were asked to evaluate whether they are satisfied with the work of the banks as a whole and whether they are ready to advise their friends. Particular attention was paid to the following five points:

1. General level of trust in the bank.
2. Terms of User Agreement.
3. Bank services, quality customer service.
4. Availability of digital services and their convenience.
5. The quality of financial advice.

The best foreign banks of 2020 according to Forbes

In total, Forbes and Statista examined more than 400 of the largest banks from 23 countries under the magnitude of customer focus.

• The USA is ahead of the whole planet in terms of the number of banks with a “human face”, of which 75 banks were rated. The three leaders included USAA, Union Bank & Trust and Renasant Bank.
• Japan became the second. Amazingly, in this small country there were only a third less client-loving banks than in many millions of America. Sony Bank is in first place among the best Japanese banks, and Sbi Sumishin Net Bank and Ogaki Kyoritsu Bank respectively in second and third.
• Then follows Germany.; According to Forbes, 40 German financial institutions were included in the world list of the best of the best banks. The top is Sparda-Bank Hessen (other branches of the same bank, for example, in Munich and Berlin, are also among the favorites). In second place is the giant ING Group, which, in addition to Germany, occupies high places in another seven countries. Although the genealogy of the bank began in the 19th century, it was not stuck in the past. Even at the dawn of the Internet era, in 1997, he created the fully digital bank ING Direct, becoming a pioneer in the field of online payments.
• Next come countries where the banking culture is no longer as cultural as in the United States or Japan. In total, from 20 to 30 customer-oriented banks are located in Italy, Switzerland and Austria. Along with them is India (first place at DBS) and China, where the national giant Bank of China leads.

The most customer-oriented Russian banks in 2020

Russian banks are gradually turning to the client face. True, not too willingly, because only a year ago there were 5 more of them in the list of the best banking organizations in the world. Among the favorites, one of the largest and most famous Russian financial giants - VTB banks, Gazprombank, Russian Agricultural Bank and Sberbank - dropped out.

The top five of the best Russian banks opens with Ak Bars Bank. According to its founders, the main values ​​of the company are simplicity and customer friendliness. And the bank is trying to comply with the latter, including by creating online services.

Ak Bars has many programs aimed at different categories of customers, from ordinary individuals to individual entrepreneurs and entire companies. Among the latest products of the bank is Internet accounting “My business”, with the help of which organizations and individuals can calculate taxes, fill out declarations and submit reports without leaving home.

In fourth place is Tinkoff Bank. He has long been living in the digital era; the bank does not even have its own retail branches, only the main office in Moscow. All services can be obtained remotely (by phone, through a mobile application or on the website). You can deposit and withdraw money through ATMs of Tinkoff itself or other banks. And debit and credit cards are delivered directly to the client’s home.

Bank payments for mobile utilities are not limited to just one. Through them you can do everything: pay fines, buy and sell shares, transfer funds from card to card, make transfers, obtain loans, make investments, receive cashback and much, much more.

Clients of the third place in the rating, Alfa-Bank, almost all services can be obtained online using the "Internet banking" system, or through a mobile application. In just a couple of clicks, you can create an account, deposit money, withdraw money, buy currency, not to mention such commonplace things as balance or payment history. Alfa-Bank is one of the most reliable banks in Russia according to the Central Bank.

And for loyal followers of the bank, there are many additional affiliate programs, for example, the possibility of admission to some exhibitions in museums without a queue.

According to Forbes, Moscow Credit Bank is in second place in the list of the best banks in Russia in 2020. He pays particular attention to the development of online services. With the help of ICD Online, customers can make transfers (without commission) between cards, open accounts, manage deposits and loans.

The bank also has a developed partner network that allows customers to receive cashback, various bonuses and turn them into banknotes later.

Forbes gave Raiffeisen the first place among the best Russian banks in servicing, a subsidiary of the Austrian banking giant. In addition to traditional offline services, Raiffeisen has developed a whole network of services for those who like to use banking services without leaving home. In addition to the mobile application and online banking for ordinary users, there are also special programs for large and not very businessmen.

In addition to those listed, the list of the 15 most customer-oriented Russian banks includes Avangard, Otkrytie, Uralsib, a subsidiary of the multimillion-dollar American giant Citigroup - Citibank, Pochta Bank and others.

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