Russian Standard Bank analyzed customer communication channels during the summer of 2026. Online chats emerged as the primary method of interaction, accounting for 52% of all inquiries, compared to 48% in the previous year. Customers primarily used these chats to request information regarding deposits, loans, and card accounts.
Gender distribution for online chat usage showed that women initiated 55% of these dialogues, while men accounted for 45%. The bank attributes the popularity of this channel to privacy, as conversations cannot be overheard, and the ability to resume chats at any time, even in locations with poor cellular coverage but available Wi-Fi.
Telephone calls to the contact center represented 45% of total interactions in the summer of 2026, down from 49% a year earlier. Callers typically sought information on account balances, deposits, or loan applications. Women were also more active in this channel, making 51% of the calls compared to 49% by men.
Other communication methods, including website emails, financial marketplaces, and social media, accounted for approximately 3% of total inquiries. This figure remained consistent with the previous year's data. The study analyzed total customer requests based on gender and communication channel preferences for the summer periods of 2025 and 2026.
