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<!DOCTYPE html><html data-product="sustainability"><head><meta charSet="utf-8"/><meta name="viewport" content="width=device-width,minimum-scale=1,initial-scale=1"/><title>Responsible Banking | Gazprombank</title><link href="https://www.gazprombank.ru/en/sustainability/banking/" rel="canonical"/><meta content="Responsible Banking ✔️ Gazprombank offers a full range of banking services for individuals and legal entities: lending, deposits and deposits, account management, investments, remote services.✔️ For more information, call the unified help desk of Gazprombank 8 (800) 100-07-01" name="description"/><meta name="next-head-count" content="5"/><script type="text/javascript">var Cookies = {get: function(name) {var matches = document.cookie.match(new RegExp("(?:^|; )" + name.replace(/([\.$?*|{}\[\]\\\/\+^])/g, '\\$1') + "=([^;]*)"));return matches ? decodeURIComponent(matches[1]) : undefined;},set: function (name, value, options) {options = Object.assign({ path: "/" }, options);var 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class="nr-wrapper"><div><h1 class="sustainability_title_banner__title-16d">Responsible Banking</h1></div></div></div></div><div class="sustainability_title_banner__description-16d">Conducting business based on the principles of environmental and social responsibility, good governance</div></div><div class="nr-page__wrapper" id="sustainability-pages"><div class="sustainability_article_components-999 sustainability_article_components_breadcrumbs_shift-999"><div class="sustainability_article_components__wrapper-999 nr-wrapper"><div class="sustainability_article_components__col_left-999"><div class="sustainability_nav-220"><div><h2 class="sustainability_nav__title-220">On this page</h2><div class="sustainability_nav__list-220"><a href="#first" class="sustainability_nav__item-220 sustainability_nav_current-220">Principles of responsible banking</a><a href="#second" class="sustainability_nav__item-220">Customer service</a><a href="#third" class="sustainability_nav__item-220">Customer service quality-control projects</a><a href="#fourth" class="sustainability_nav__item-220">Awards in the field of customer service</a></div></div></div></div><div class="sustainability_article_components__col_right-999"><div class="sustainability_picture-2cb"><div class="sustainability_picture__wrapper-2cb"><picture><source type="image/webp" srcSet="https://cdn.gpb.ru/upload/files/7ff/Main_Image_printsipy_otvetstvennoy_bankovskoy_deyatelnosti_2432kh792px.webp 2x, https://cdn.gpb.ru/upload/files/7ff/x1_Main_Image_printsipy_otvetstvennoy_bankovskoy_deyatelnosti_2432kh792px.webp"/><source type="image/png" srcSet="https://cdn.gpb.ru/upload/files/7ff/Main_Image_printsipy_otvetstvennoy_bankovskoy_deyatelnosti_2432kh792px.png 2x, https://cdn.gpb.ru/upload/files/7ff/x1_Main_Image_printsipy_otvetstvennoy_bankovskoy_deyatelnosti_2432kh792px.png"/><img class="nr-picture" src="https://cdn.gpb.ru/upload/files/7ff/x1_Main_Image_printsipy_otvetstvennoy_bankovskoy_deyatelnosti_2432kh792px.png" alt=""/></picture></div></div><div class="sustainability_main_text_block-42a"><h3 name="first">Principles of responsible banking</h3> <p> Gazprombank signed the United Nations Environment Program Finance Initiative (UNEP FI)’s Principles for Responsible Banking, officially joining the international community of responsible banking. The document contains the principles for activities of banking institutions, the implementation of which ensures attaining the UN Sustainable Development Goals and the goals of the Paris Climate Agreement. </p> </div></div></div><div class="sustainability_article_components__wrapper-999 nr-wrapper"><div class="sustainability_article_components__col_left-999"><div class="sustainability_documents-ee1 sustainability_documents_left_col-ee1"><div class="sustainability_documents__list-ee1"><div class="sustainability_documents_item-052 sustainability_documents_item_left_col-052"><div class="sustainability_documents_item__icon-052"></div><div class="sustainability_documents_item__document-052"><div class="sustainability_documents_item__text-052">Bank GPB Report as a signatory of the UNEP FI initiative</div><div><a download="Bank GPB Report as a signatory of the UNEP FI initiative" target="_blank" class="sustainability_documents_item__button_text-052" href="/upload/files/iblock/f20/GPB_report_eng.pdf">Download (PDF, 890 KB)</a></div></div></div></div></div></div><div class="sustainability_article_components__col_right-999"><div class="sustainability_main_text_block-42a"><p>Signatory banks assume a leadership role in embedding sustainable business strategies and practices in their business activities to shape the future of banking that serves people, societies and the planet, securing prosperity for current and future generations.</p> <p>The analysis demonstrated that one of major environmental impact areas of the Bank is the volume of greenhouse gas emissions into the atmosphere. At the same time, the volume of investments into green economy sectors is currently limited. In view of the above, facilitating the decarbonization of the Russian economy and reducing the environmental footprint of own operations and investments were selected as one of the key positive impact areas.</p> <p> The other key positive impact area of the Bank today is contributing to the development of social infrastructure. It was decided that this specific impact area should be maintained in the future within the framework of continuous contribution to the social and economic development of the society. </p></div></div></div><div class="sustainability_article_components__wrapper-999 nr-wrapper"><div class="sustainability_article_components__col_left-999"></div><div class="sustainability_article_components__col_right-999"><div class="sustainability_main_text_block-42a"><p> The principles of Gazprombank's responsible banking activities are formulated and enshrined in the <a class="" href="/download/6331481/">Bank's adopted Sustainable Development Policy</a>: </p> <ul> <li> Ensure consistency of the Bank’s activities in the area of Sustainable Development with the social needs associated with Sustainable Development. </li> <li>Pay due regard to the impact of the Bank’s operations on the environment, society and humans. </li> <li>Promote implementation of Sustainable Development Principles, Responsible Financing and Investment mechanisms and contribute to economic activities to ensure prosperity of the present and future generations. </li><li> </li><li>Ensure active and responsible consulting, participation and collaboration with the Stakeholders to achieve Sustainable Development goals for the benefit of the society. </li> <li>Ensure open and honest collaboration with the Stakeholders; acknowledge their opinions and interests in the process of decision-making by the Bank. </li> <li>Promote governance and corporate culture consistent with the Sustainable Development Principles. </li> <li>Ensure compliance with the rules, regulations, standards and commitments undertaken by the Bank. </li> <li>Ensure transparency of operations and reporting in the area of Sustainable Development. </li> <li>Assume responsibility for risk management in line with the Sustainable Development goals. </li> </ul></div></div></div><div class="sustainability_article_components__wrapper-999 nr-wrapper"><div class="sustainability_article_components__col_left-999"><div class="sustainability_documents-ee1 sustainability_documents_left_col-ee1"><div class="sustainability_documents__list-ee1"><div class="sustainability_documents_item-052 sustainability_documents_item_left_col-052"><div class="sustainability_documents_item__icon-052"></div><div class="sustainability_documents_item__document-052"><div class="sustainability_documents_item__text-052">Bank GPB (JSC) Sustainable Development Policy</div><div><a download="Bank GPB (JSC) Sustainable Development Policy" target="_blank" class="sustainability_documents_item__button_text-052" href="/upload/files/iblock/266/Bank-GPB-_JSC_-Sustainable-Development-Policy_08042021.pdf">Download (PDF, 560 KB)</a></div></div></div></div></div></div><div class="sustainability_article_components__col_right-999"><div class="sustainability_main_text_block-42a"><p> When building business relationships with partners and competitors, the Bank complies with applicable legislation and recognized international business practices. The Bank shares the principles of fair and good-faith competition and adheres to such concepts as equality and fairness, as well as generally-accepted moral and ethical standards. The Bank guarantees that all received and used information on partners and competitors is acquired by the Bank in compliance with the applicable principles and standards of business ethics. </p> <p> The Bank ensures the transparency of its business operations by providing complete and qualitative information about its activities. This is achieved by the open relationship between the Bank and its partners and the publication of various types of reliable information. </p> <p> The principles of business ethics and standards of business conduct are enshrined in the <a class="" href="/download/6426805/">Bank's Code of Corporate Ethics</a>.</p></div></div></div><div class="sustainability_article_components__wrapper-999 nr-wrapper"><div class="sustainability_article_components__col_left-999"><div class="sustainability_documents-ee1 sustainability_documents_left_col-ee1"><div class="sustainability_documents__list-ee1"><div class="sustainability_documents_item-052 sustainability_documents_item_left_col-052"><div class="sustainability_documents_item__icon-052"></div><div class="sustainability_documents_item__document-052"><div class="sustainability_documents_item__text-052">Corporate Code of Ethics of Bank GPB (JSC) (interactive)</div><div><a download="Corporate Code of Ethics of Bank GPB (JSC) (interactive)" target="_blank" class="sustainability_documents_item__button_text-052" href="/upload/files/iblock/9dd/GPB_Kodeks_13072021_eng.pdf">Download (PDF, 2 MB)</a></div></div></div></div></div></div><div class="sustainability_article_components__col_right-999"><div class="sustainability_main_text_block-42a"><p></p></div><div class="sustainability_card_line-822"><h2 class="sustainability_h_2-a3d sustainability_h_2_content-a3d">The Bank’s ESG products</h2><div class="sustainability_card_line__wrapper-822"><div class="sustainability_card_line__scroll-822"><div class="sustainability_card_line__item-822"><div class="sustainability_card_line__border-822"><div class="sustainability_card_line__image-822"><picture><source type="image/webp" srcSet="https://cdn.gpb.ru/upload/files/55c/Main_Link_Block_esg-produkty_648kh440px-_1_.webp 2x, https://cdn.gpb.ru/upload/files/55c/x1_Main_Link_Block_esg-produkty_648kh440px-_1_.webp"/><source type="image/png" srcSet="https://cdn.gpb.ru/upload/files/55c/Main_Link_Block_esg-produkty_648kh440px-_1_.png 2x, https://cdn.gpb.ru/upload/files/55c/x1_Main_Link_Block_esg-produkty_648kh440px-_1_.png"/><img class="nr-picture" src="https://cdn.gpb.ru/upload/files/55c/x1_Main_Link_Block_esg-produkty_648kh440px-_1_.png" alt="The Bank’s ESG products"/></picture></div><div class="sustainability_card_line__info-822"><p class="sustainability_card_line__item_title-822">The Bank’s ESG products</p><p class="sustainability_card_line__description-822">For corporate and retail customers</p><span class="sustainability_card_line__link-822"><a href="/en/sustainability/products/">Learn more<span class="sustainability_card_line__arrow-822"></span></a></span></div></div></div><div class="sustainability_card_line__item-822"><div class="sustainability_card_line__border-822"><div class="sustainability_card_line__image-822"><picture><source type="image/webp" srcSet="https://cdn.gpb.ru/upload/files/dd2/Main_Link_Block_Podderzhka-roznichnykh-klientov_648kh440px.webp 2x, https://cdn.gpb.ru/upload/files/dd2/x1_Main_Link_Block_Podderzhka-roznichnykh-klientov_648kh440px.webp"/><source type="image/png" srcSet="https://cdn.gpb.ru/upload/files/dd2/Main_Link_Block_Podderzhka-roznichnykh-klientov_648kh440px.png 2x, https://cdn.gpb.ru/upload/files/dd2/x1_Main_Link_Block_Podderzhka-roznichnykh-klientov_648kh440px.png"/><img class="nr-picture" src="https://cdn.gpb.ru/upload/files/dd2/x1_Main_Link_Block_Podderzhka-roznichnykh-klientov_648kh440px.png" alt="Support for retail customers"/></picture></div><div class="sustainability_card_line__info-822"><p class="sustainability_card_line__item_title-822">Support for retail customers</p><p class="sustainability_card_line__description-822">Handling incoming requests</p><span class="sustainability_card_line__link-822"><a href="/en/sustainability/banking/clients/">Learn more<span class="sustainability_card_line__arrow-822"></span></a></span></div></div></div><div class="sustainability_card_line__item-822"><div class="sustainability_card_line__border-822"><div class="sustainability_card_line__image-822"><picture><source type="image/webp" srcSet="https://cdn.gpb.ru/upload/files/a0c/Main_Link_Block_Vneshnie-meropriyatiya_648kh440px.webp 2x, https://cdn.gpb.ru/upload/files/a0c/x1_Main_Link_Block_Vneshnie-meropriyatiya_648kh440px.webp"/><source type="image/png" srcSet="https://cdn.gpb.ru/upload/files/a0c/Main_Link_Block_Vneshnie-meropriyatiya_648kh440px.png 2x, https://cdn.gpb.ru/upload/files/a0c/x1_Main_Link_Block_Vneshnie-meropriyatiya_648kh440px.png"/><img class="nr-picture" src="https://cdn.gpb.ru/upload/files/a0c/x1_Main_Link_Block_Vneshnie-meropriyatiya_648kh440px.png" alt="External events and customer training"/></picture></div><div class="sustainability_card_line__info-822"><p class="sustainability_card_line__item_title-822">External events and customer training</p><p class="sustainability_card_line__description-822">Trainings, seminars and field events</p><span class="sustainability_card_line__link-822"><a href="/en/sustainability/banking/event/">Learn more<span class="sustainability_card_line__arrow-822"></span></a></span></div></div></div></div></div></div><div class="sustainability_main_text_block-42a"><h3 name="second">Customer service</h3> <p> Always and everywhere, Gazprombank strives to get feedback from its customers and treats each response to its work with the utmost attentiveness – this helps us improve the quality of our products and services and maintain the loyalty of our customers. </p> <p> In handling requests, we immediately take measures to quickly resolve the difficulties that have arisen and prevent the occurrence of similar situations in the future. </p> <p> The Bank is very appreciative of – and attentive to – feedback about our work, as it improves the quality of our products and services and retains the loyalty of our customers. </p> <blockquote> When working with information, the Bank first and foremost attends to its security. </blockquote> <h3 name="third">Customer service quality-control projects</h3> <h4>Secret shopper</h4></div></div></div><div class="sustainability_article_components__wrapper-999 nr-wrapper"><div class="sustainability_article_components__col_left-999"><div class="sustainability_fixed_info-f08"><div class="sustainability_fixed_info__title-f08">by 12%</div><div class="sustainability_fixed_info__text-f08">the average service rating at the bank's offices has increased</div></div></div><div class="sustainability_article_components__col_right-999"><div class="sustainability_main_text_block-42a"><p>The Bank regularly evaluates the quality of service provided to individuals at its branches using the Secret Shopper method. Within the framework of this project, the level of professionalism of employees and their compliance with work standards is checked and areas for service improvements are identified. According to the results obtained over the past 2 years, the average service rating at the bank's offices has increased by 12 %. This result was achieved by improving line management, product presentation, handling customer objections, and sales. </p></div><div class="sustainability_info_background-75f"><div class="sustainability_info_background__wrapper-75f"><div class="sustainability_main_text_block-42a"><h4>Project goals:</h4> <ul> <li>Assessing the quality and professionalism of services for individuals.</li> <li>Assessing compliance with work standards in the context of the Bank’s offices and regions of presence.</li> <li>Identifying service improvement areas.</li> </ul></div></div></div><div class="sustainability_main_text_block-42a"><p> <b>Footprint:</b> Cities where the bank operates.</p> <p> <b>Methodology:</b> private audits (conducting audits on behalf of potential clients). </p> <p> <b>Survey period:</b> quarterly. </p></div><div class="sustainability_picture-2cb"><div class="sustainability_picture__wrapper-2cb"><picture><source type="image/webp" srcSet="https://cdn.gpb.ru/upload/files/a0b/3.-Taynyy-pokupatel.webp 2x, https://cdn.gpb.ru/upload/files/a0b/x1_3.-Taynyy-pokupatel.webp"/><source type="image/png" srcSet="https://cdn.gpb.ru/upload/files/a0b/3.-Taynyy-pokupatel.png 2x, https://cdn.gpb.ru/upload/files/a0b/x1_3.-Taynyy-pokupatel.png"/><img class="nr-picture" src="https://cdn.gpb.ru/upload/files/a0b/x1_3.-Taynyy-pokupatel.png" alt=""/></picture></div></div><div class="sustainability_main_text_block-42a"><h4>Brand tracking</h4></div></div></div><div class="sustainability_article_components__wrapper-999 nr-wrapper"><div class="sustainability_article_components__col_left-999"><div class="sustainability_fixed_info-f08"><div class="sustainability_fixed_info__title-f08">7,5 </div><div class="sustainability_fixed_info__text-f08">Bank has managed to increase its willingness-to-recommend index by a factor of 7.5</div></div></div><div class="sustainability_article_components__col_right-999"><div class="sustainability_main_text_block-42a"><p>As part of its monthly brand-health monitoring, the Bank measures its key brand indicators: knowledge, usage, image, attractiveness and willingness to recommend the Bank. Since 2017, the Bank has managed to increase its willingness-to-recommend index by a factor of 7.5 and get as close as possible to the market leaders. </p></div><div class="sustainability_info_background-75f"><div class="sustainability_info_background__wrapper-75f"><div class="sustainability_main_text_block-42a"><h4>Project goals:</h4> <ul> <li>Monitoring brand health (knowledge, use, attractiveness, willingness to recommend).</li> <li>Assessing the image of banks.</li> <li>Monitoring of advertising indicators.</li> </ul></div></div></div><div class="sustainability_main_text_block-42a"><p><b>Footprint:</b> Russia, cities with a population more than 100,000.</p> <p><b>Target group:</b> users/those planning to use banking products and services, 18–55 years old, average income or higher.</p> <p><b>Methodology:</b> quantitative research, online survey.</p><p> </p><p><b>Survey period:</b> monthly.</p></div><div class="sustainability_picture-2cb"><div class="sustainability_picture__wrapper-2cb"><picture><source type="image/webp" srcSet="https://cdn.gpb.ru/upload/files/1bf/4.-Brend-treking.webp 2x, https://cdn.gpb.ru/upload/files/1bf/x1_4.-Brend-treking.webp"/><source type="image/png" srcSet="https://cdn.gpb.ru/upload/files/1bf/4.-Brend-treking.png 2x, https://cdn.gpb.ru/upload/files/1bf/x1_4.-Brend-treking.png"/><img class="nr-picture" src="https://cdn.gpb.ru/upload/files/1bf/x1_4.-Brend-treking.png" alt=""/></picture></div></div><div class="sustainability_main_text_block-42a"><h3 name="fourth">Awards in the field of customer service</h3></div></div></div><div class="sustainability_article_components__wrapper-999 nr-wrapper"><div class="sustainability_article_components__col_left-999"><div class="sustainability_fixed_info-f08"><div class="sustainability_fixed_info__title-f08">2021 </div><div class="sustainability_fixed_info__text-f08">Gazprombank became the winner of the CX World Awards in three nominations</div></div></div><div class="sustainability_article_components__col_right-999"><div class="sustainability_main_text_block-42a"><h4>CX World Awards. Customer-focused corporate culture</h4> <p> In 2021, Gazprombank became the winner of the CX World Awards in the “Customer-Focused Corporate Culture” nomination. </p> <p> The award in this category is given to organizations that have implemented an initiative that encourages cultural change to achieve a superior customer experience. Nominees must demonstrate an understanding of corporate culture (CC) and how it effectively changes and affects the improvement of customer experience. </p> <h4>CX World Awards. Customer Service Professional</h4> <p> In 2021, Gazprombank became the winner of the CX World Awards in the "Customer-Service Professional" nomination. </p> <p> The award showcases the best professionals in customer service – employees who directly interact with customers and, with their human-centered attitude, create an excellent customer experience at the company, demonstrating personal professional achievements and results, customer focus, engagement, and the motivation to achieve the organization’s strategic goals. </p> <p> The award was given to Ekaterina Khairutdinova, Head of the Corporate Customer Inquiries Handling Section in Cheboksary, for translating the values of a customer-focused approach in her daily work and involving her colleagues in creating a new service environment. </p> <h4>CX World Awards. Employee Engagement/Motivation Practices</h4> <p> In 2021, Gazprombank became a CX World Awards nominee in the field of "Employee Engagement/Motivation Practice." </p> <p> The award is given to organizations that demonstrate the best strategy/program/practice/ for the engagement/motivation of their personnel in the formation and improvement of customer experience, including a deep understanding of the organization’s strategic goals and mission, brand values, customer needs and expectations, a high level of employee engagement and satisfaction. </p></div></div></div><div class="nr-wrapper"><a class="sustainability_back_button-b34" href="/en/sustainability/"><span>Back</span></a></div></div></div></div></div><div class="footer_sustainability-0d3"><div class="footer_sustainability__wrapper-0d3 nr-wrapper"><div class="footer_sustainability__logo_wrapper-0d3"><a class="footer_sustainability__logo-0d3" href="/en/sustainability/"></a></div><div class="footer_sustainability__links-0d3"><div 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projects","href":"#third","target":"_self","hash":"third","gtm":null,"eventAction":"","isSpecialVisible":false},{"name":"Awards in the field of customer service","href":"#fourth","target":"_self","hash":"fourth","gtm":null,"eventAction":"","isSpecialVisible":false}]}}],"main":[{"id":"component-1","component":"main_image","data":{"image":{"x2":"https://cdn.gpb.ru/upload/files/7ff/Main_Image_printsipy_otvetstvennoy_bankovskoy_deyatelnosti_2432kh792px.png","x1":"https://cdn.gpb.ru/upload/files/7ff/x1_Main_Image_printsipy_otvetstvennoy_bankovskoy_deyatelnosti_2432kh792px.png","webp2":"https://cdn.gpb.ru/upload/files/7ff/Main_Image_printsipy_otvetstvennoy_bankovskoy_deyatelnosti_2432kh792px.webp","webp1":"https://cdn.gpb.ru/upload/files/7ff/x1_Main_Image_printsipy_otvetstvennoy_bankovskoy_deyatelnosti_2432kh792px.webp","alt":""},"description":"","hash":""}},{"id":"component-2","component":"main_text_block","data":{"content":"\u003ch3 name=\"first\"\u003ePrinciples of responsible banking\u003c/h3\u003e\n\u003cp\u003e\n\tGazprombank signed the United Nations Environment Program Finance Initiative (UNEP FI)’s Principles for Responsible Banking, officially joining the international community of responsible banking. \nThe document contains the principles for activities of banking institutions, the implementation of which ensures attaining the UN Sustainable Development Goals and the goals of the Paris Climate Agreement. \u003c/p\u003e\n\n","hash":""}}]}},{"id":"component-7","component":"split_content","data":{"note":[{"id":"component-6","component":"note_file","data":[{"id":"7392641","name":"Bank GPB Report as a signatory of the UNEP FI initiative","link":"/upload/files/iblock/f20/GPB_report_eng.pdf","size":"890 KB","extension":"pdf"}]}],"main":[{"id":"component-5","component":"main_text_block","data":{"content":"\u003cp\u003eSignatory banks assume a leadership role in embedding sustainable business strategies and practices in their business activities to shape the future of banking that serves people, societies and the planet, securing prosperity for current and future generations.\u003c/p\u003e\n\u003cp\u003eThe analysis demonstrated that one of major environmental impact areas of the Bank\nis the volume of greenhouse gas emissions into the atmosphere. At the same time,\nthe volume of investments into green economy sectors is currently limited. In view of\nthe above, facilitating the decarbonization of the Russian economy and reducing the\nenvironmental footprint of own operations and investments were selected as one of the\nkey positive impact areas.\u003c/p\u003e\n\u003cp\u003e\nThe other key positive impact area of the Bank today is contributing to the development\nof social infrastructure. It was decided that this specific impact area should be\nmaintained in the future within the framework of continuous contribution to the social\nand economic development of the society.\n\u003c/p\u003e","hash":""}}]}},{"id":"component-9","component":"split_content","data":{"note":[],"main":[{"id":"component-8","component":"main_text_block","data":{"content":"\u003cp\u003e\n\t The principles of Gazprombank's responsible banking activities are formulated and enshrined in the \u003ca href=\"/download/6331481/\"\u003eBank's adopted Sustainable Development Policy\u003c/a\u003e:\n\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\n\tEnsure consistency of the Bank’s activities in the area of Sustainable Development with the social needs associated with Sustainable Development. \u003c/li\u003e\n\u003cli\u003ePay due regard to the impact of the Bank’s operations on the environment, society and humans. \u003c/li\u003e\n\u003cli\u003ePromote implementation of Sustainable Development Principles, Responsible Financing and Investment mechanisms and contribute to economic activities to ensure prosperity of the present and future generations. \u003cli\u003e\n\u003cli\u003eEnsure active and responsible consulting, participation and collaboration with the Stakeholders to achieve Sustainable Development goals for the benefit of the society. \u003c/li\u003e\n\u003cli\u003eEnsure open and honest collaboration with the Stakeholders; acknowledge their opinions and interests in the process of decision-making by the Bank. \u003c/li\u003e\n\u003cli\u003ePromote governance and corporate culture consistent with the Sustainable Development Principles. \u003c/li\u003e\n\u003cli\u003eEnsure compliance with the rules, regulations, standards and commitments undertaken by the Bank. \u003c/li\u003e\n\t \u003cli\u003eEnsure transparency of operations and reporting in the area of Sustainable Development. \u003c/li\u003e\n\t\u003cli\u003eAssume responsibility for risk management in line with the Sustainable Development goals. \u003c/li\u003e\n\u003c/ul\u003e","hash":""}}]}},{"id":"component-12","component":"split_content","data":{"note":[{"id":"component-11","component":"note_file","data":[{"id":"6331481","name":"Bank GPB (JSC) Sustainable Development Policy","link":"/upload/files/iblock/266/Bank-GPB-_JSC_-Sustainable-Development-Policy_08042021.pdf","size":"560 KB","extension":"pdf"}]}],"main":[{"id":"component-10","component":"main_text_block","data":{"content":"\u003cp\u003e\n\t When building business relationships with partners and competitors, the Bank complies with applicable legislation and recognized international business practices. The Bank shares the principles of fair and good-faith competition and adheres to such concepts as equality and fairness, as well as generally-accepted moral and ethical standards. The Bank guarantees that all received and used information on partners and competitors is acquired by the Bank in compliance with the applicable principles and standards of business ethics.\n\u003c/p\u003e\n\u003cp\u003e\n\t The Bank ensures the transparency of its business operations by providing complete and qualitative information about its activities. This is achieved by the open relationship between the Bank and its partners and the publication of various types of reliable information.\n\n\u003c/p\u003e\n\u003cp\u003e\n The principles of business ethics and standards of business conduct are enshrined in the \u003ca href=\"/download/6426805/\"\u003eBank's Code of Corporate Ethics\u003c/a\u003e.","hash":""}}]}},{"id":"component-21","component":"split_content","data":{"note":[{"id":"component-20","component":"note_file","data":[{"id":"6426805","name":"Corporate Code of Ethics of Bank GPB (JSC) (interactive)","link":"/upload/files/iblock/9dd/GPB_Kodeks_13072021_eng.pdf","size":"2 MB","extension":"pdf"}]}],"main":[{"id":"component-13","component":"main_text_block","data":{"content":"\u003cp\u003e\u003c/p\u003e","hash":""}},{"id":"component-18","component":"main_link_block","data":{"id":"component-14","title":"The Bank’s ESG products","hash":"","items":[{"id":"component-15","title":"The Bank’s ESG products","subtitle":"For corporate and retail customers","image":{"x2":"https://cdn.gpb.ru/upload/files/55c/Main_Link_Block_esg-produkty_648kh440px-_1_.png","x1":"https://cdn.gpb.ru/upload/files/55c/x1_Main_Link_Block_esg-produkty_648kh440px-_1_.png","webp2":"https://cdn.gpb.ru/upload/files/55c/Main_Link_Block_esg-produkty_648kh440px-_1_.webp","webp1":"https://cdn.gpb.ru/upload/files/55c/x1_Main_Link_Block_esg-produkty_648kh440px-_1_.webp","alt":""},"link":{"name":"Learn more","href":"/en/sustainability/products/","target":"_self","hash":"#","gtm":null,"eventAction":"","isSpecialVisible":false}},{"id":"component-16","title":"Support for retail customers","subtitle":"Handling incoming requests","image":{"x2":"https://cdn.gpb.ru/upload/files/dd2/Main_Link_Block_Podderzhka-roznichnykh-klientov_648kh440px.png","x1":"https://cdn.gpb.ru/upload/files/dd2/x1_Main_Link_Block_Podderzhka-roznichnykh-klientov_648kh440px.png","webp2":"https://cdn.gpb.ru/upload/files/dd2/Main_Link_Block_Podderzhka-roznichnykh-klientov_648kh440px.webp","webp1":"https://cdn.gpb.ru/upload/files/dd2/x1_Main_Link_Block_Podderzhka-roznichnykh-klientov_648kh440px.webp","alt":""},"link":{"name":"Learn more","href":"/en/sustainability/banking/clients/","target":"_self","hash":"#","gtm":null,"eventAction":"","isSpecialVisible":false}},{"id":"component-17","title":"External events and customer training","subtitle":"Trainings, seminars and field events","image":{"x2":"https://cdn.gpb.ru/upload/files/a0c/Main_Link_Block_Vneshnie-meropriyatiya_648kh440px.png","x1":"https://cdn.gpb.ru/upload/files/a0c/x1_Main_Link_Block_Vneshnie-meropriyatiya_648kh440px.png","webp2":"https://cdn.gpb.ru/upload/files/a0c/Main_Link_Block_Vneshnie-meropriyatiya_648kh440px.webp","webp1":"https://cdn.gpb.ru/upload/files/a0c/x1_Main_Link_Block_Vneshnie-meropriyatiya_648kh440px.webp","alt":""},"link":{"name":"Learn more","href":"/en/sustainability/banking/event/","target":"_self","hash":"#","gtm":null,"eventAction":"","isSpecialVisible":false}}]}},{"id":"component-19","component":"main_text_block","data":{"content":"\u003ch3 name=\"second\"\u003eCustomer service\u003c/h3\u003e\n\u003cp\u003e\n\t Always and everywhere, Gazprombank strives to get feedback from its customers and treats each response to its work with the utmost attentiveness – this helps us improve the quality of our products and services and maintain the loyalty of our customers.\n\u003c/p\u003e\n\u003cp\u003e\n\t In handling requests, we immediately take measures to quickly resolve the difficulties that have arisen and prevent the occurrence of similar situations in the future.\n\u003c/p\u003e\n\u003cp\u003e\n\t The Bank is very appreciative of – and attentive to – feedback about our work, as it improves the quality of our products and services and retains the loyalty of our customers. \n\u003c/p\u003e\n\n\u003cblockquote\u003e\nWhen working with information, the Bank first and foremost attends to its security.\n\u003c/blockquote\u003e\n\n\u003ch3 name=\"third\"\u003eCustomer service quality-control projects\u003c/h3\u003e\n\n\u003ch4\u003eSecret shopper\u003c/h4\u003e","hash":""}}]}},{"id":"component-28","component":"split_content","data":{"note":[{"id":"component-27","component":"note_benefit","data":{"title":"by 12%","description":"the average service rating at the bank's offices has increased"}}],"main":[{"id":"component-22","component":"main_text_block","data":{"content":"\u003cp\u003eThe Bank regularly evaluates the quality of service provided to individuals at its branches using the Secret Shopper method. Within the framework of this project, the level of professionalism of employees and their compliance with work standards is checked and areas for service improvements are identified. According to the results obtained over the past 2 years, the average service rating at the bank's offices has increased by 12 %. This result was achieved by improving line management, product presentation, handling customer objections, and sales. \u003c/p\u003e","hash":""}},{"id":"component-23","component":"main_info","data":{"content":"\u003ch4\u003eProject goals:\u003c/h4\u003e\n\u003cul\u003e\n\u003cli\u003eAssessing the quality and professionalism of services for individuals.\u003c/li\u003e\n\u003cli\u003eAssessing compliance with work standards in the context of the Bank’s offices and regions of presence.\u003c/li\u003e\n\u003cli\u003eIdentifying service improvement areas.\u003c/li\u003e\n\u003c/ul\u003e","hash":""}},{"id":"component-24","component":"main_text_block","data":{"content":"\u003cp\u003e\n\u003cb\u003eFootprint:\u003c/b\u003e Cities where the bank operates.\u003c/p\u003e\n\u003cp\u003e\n\u003cb\u003eMethodology:\u003c/b\u003e private audits (conducting audits on behalf of potential clients).\n\u003c/p\u003e\n\u003cp\u003e\n\u003cb\u003eSurvey period:\u003c/b\u003e quarterly.\n\u003c/p\u003e","hash":""}},{"id":"component-25","component":"main_image","data":{"image":{"x2":"https://cdn.gpb.ru/upload/files/a0b/3.-Taynyy-pokupatel.png","x1":"https://cdn.gpb.ru/upload/files/a0b/x1_3.-Taynyy-pokupatel.png","webp2":"https://cdn.gpb.ru/upload/files/a0b/3.-Taynyy-pokupatel.webp","webp1":"https://cdn.gpb.ru/upload/files/a0b/x1_3.-Taynyy-pokupatel.webp","alt":""},"description":"","hash":""}},{"id":"component-26","component":"main_text_block","data":{"content":"\u003ch4\u003eBrand tracking\u003c/h4\u003e","hash":""}}]}},{"id":"component-35","component":"split_content","data":{"note":[{"id":"component-34","component":"note_benefit","data":{"title":"7,5 ","description":"Bank has managed to increase its willingness-to-recommend index by a factor of 7.5"}}],"main":[{"id":"component-29","component":"main_text_block","data":{"content":"\u003cp\u003eAs part of its monthly brand-health monitoring, the Bank measures its key brand indicators: knowledge, usage, image, attractiveness and willingness to recommend the Bank. Since 2017, the Bank has managed to increase its willingness-to-recommend index by a factor of 7.5 and get as close as possible to the market leaders. \u003c/p\u003e","hash":""}},{"id":"component-30","component":"main_info","data":{"content":"\u003ch4\u003eProject goals:\u003c/h4\u003e\n\n\u003cul\u003e\n\u003cli\u003eMonitoring brand health (knowledge, use, attractiveness, willingness to recommend).\u003c/li\u003e\n\u003cli\u003eAssessing the image of banks.\u003c/li\u003e\n\u003cli\u003eMonitoring of advertising indicators.\u003c/li\u003e\n\u003c/ul\u003e","hash":""}},{"id":"component-31","component":"main_text_block","data":{"content":"\u003cp\u003e\u003cb\u003eFootprint:\u003c/b\u003e Russia, cities with a population more than 100,000.\u003c/p\u003e\n\n\u003cp\u003e\u003cb\u003eTarget group:\u003c/b\u003e users/those planning to use banking products and services, 18–55 years old, average income or higher.\u003c/p\u003e\n\n\u003cp\u003e\u003cb\u003eMethodology:\u003c/b\u003e quantitative research, online survey.\u003cp\u003e\n\n\u003cp\u003e\u003cb\u003eSurvey period:\u003c/b\u003e monthly.\u003c/p\u003e","hash":""}},{"id":"component-32","component":"main_image","data":{"image":{"x2":"https://cdn.gpb.ru/upload/files/1bf/4.-Brend-treking.png","x1":"https://cdn.gpb.ru/upload/files/1bf/x1_4.-Brend-treking.png","webp2":"https://cdn.gpb.ru/upload/files/1bf/4.-Brend-treking.webp","webp1":"https://cdn.gpb.ru/upload/files/1bf/x1_4.-Brend-treking.webp","alt":""},"description":"","hash":""}},{"id":"component-33","component":"main_text_block","data":{"content":"\u003ch3 name=\"fourth\"\u003eAwards in the field of customer service\u003c/h3\u003e","hash":""}}]}},{"id":"component-38","component":"split_content","data":{"note":[{"id":"component-37","component":"note_benefit","data":{"title":"2021 ","description":"Gazprombank became the winner of the CX World Awards in three nominations"}}],"main":[{"id":"component-36","component":"main_text_block","data":{"content":"\u003ch4\u003eCX World Awards. Customer-focused corporate culture\u003c/h4\u003e\n\u003cp\u003e\n\t In 2021, Gazprombank became the winner of the CX World Awards in the “Customer-Focused Corporate Culture” nomination.\n\u003c/p\u003e\n\u003cp\u003e\n\t The award in this category is given to organizations that have implemented an initiative that encourages cultural change to achieve a superior customer experience. Nominees must demonstrate an understanding of corporate culture (CC) and how it effectively changes and affects the improvement of customer experience.\n\u003c/p\u003e\n\n\n\u003ch4\u003eCX World Awards. Customer Service Professional\u003c/h4\u003e\n\u003cp\u003e\n\t In 2021, Gazprombank became the winner of the CX World Awards in the \"Customer-Service Professional\" nomination.\n\u003c/p\u003e\n\u003cp\u003e\n\t The award showcases the best professionals in customer service – employees who directly interact with customers and, with their human-centered attitude, create an excellent customer experience at the company, demonstrating personal professional achievements and results, customer focus, engagement, and the motivation to achieve the organization’s strategic goals.\n\u003c/p\u003e\n\u003cp\u003e\n\t The award was given to Ekaterina Khairutdinova, Head of the Corporate Customer Inquiries Handling Section in Cheboksary, for translating the values of a customer-focused approach in her daily work and involving her colleagues in creating a new service environment.\n\u003c/p\u003e\n\n\n\u003ch4\u003eCX World Awards. Employee Engagement/Motivation Practices\u003c/h4\u003e\n\n\u003cp\u003e\n\t In 2021, Gazprombank became a CX World Awards nominee in the field of \"Employee Engagement/Motivation Practice.\"\n\u003c/p\u003e\n\u003cp\u003e\n\t The award is given to organizations that demonstrate the best strategy/program/practice/ for the engagement/motivation of their personnel in the formation and improvement of customer experience, including a deep understanding of the organization’s strategic goals and mission, brand values, customer needs and expectations, a high level of employee engagement and satisfaction.\n\u003c/p\u003e","hash":""}}]}}]}}],"flyBlocks":{"csi":null,"cornerTip":[],"tapBar":null,"appBottomSheet":null,"scrollUpButton":true,"shareButtons":false,"clipBoardButton":false}},"version":{"footer":"2","header":"2"}}},"page":"/en/sustainability/[[...paths]]","query":{"paths":["banking"]},"buildId":"24.23.3","runtimeConfig":{"LKZ_API_EPA_URL":"https://auth.online.gpb.ru","LKZ_FT_MORTGAGE_FULL_CALCULATOR":"true","MTM_ALTERNATIVE":"true","OKS_HOST":"https://omni.online.gpb.ru","OKS_HOST2":"https://omp.online.gpb.ru","OKS_MF_OLD":"https://www.gazprombank.ru/old-generator/remoteEntry.js","OKS_MF":"https://ib.online.gpb.ru/oks-will/latest-dsbanka/remoteEntry.js","OKS_ISOLATOR_URL":"https://www.gazprombank.ru/upload/form/gtm/index.html"},"isFallback":false,"customServer":true,"gip":true,"appGip":true,"scriptLoader":[]}</script><script type="text/javascript">window._mtm = window._mtm || [];window._mtm.push({ originalLocation: window.location.protocol + '//' + window.location.hostname + window.location.pathname + window.location.search });window._mtm.push({ ABSegment: document.cookie.match(new RegExp('(^| )ab_segment=([^;]+)'))[2] });</script><script type="text/javascript">var _mtm=window._mtm=window._mtm||[];_mtm.push({"mtm.startTime":new Date().getTime(),event:"mtm.Start"});var d=document,g=d.createElement("script"),s=d.getElementsByTagName("body")[0];g.async=!0,g.src="https://www.gazprombank.ru/upload/mtm/tag.js?ts="+new Date().getTime(),s.appendChild(g);</script><script type="text/javascript">(function(m,e,t,r,i,k,a){m[i]=m[i]||function(){(m[i].a=m[i].a||[]).push(arguments)}; m[i].l=1*new Date();k=e.createElement(t),a=e.body,k.async=1,k.src=r,a.appendChild(k)}) (window, document, "script", "https://mc.yandex.ru/metrika/tag.js", "ym"); ym(37431005, "init", { clickmap:true, trackLinks:true, accurateTrackBounce:true, webvisor:true, trackHash:true, triggerEvent:true, ecommerce:"_mtm" });</script><noscript><div><img src="https://mc.yandex.ru/watch/37431005" style="position: absolute; left: -9999px;" alt=""/></div></noscript><script type="text/javascript">if("serviceWorker" in navigator)navigator.serviceWorker.register("/sw.js");</script></body></html>