What is the key factor when choosing a bank today? Offering a good product or attractive terms is no longer enough. Customers expect fast service, clear solutions, and a seamless experience at every stage of their interaction with the bank.
That is why improving customer experience has become one of the key priorities for Ipoteka bank OTP Group in recent years. The transformation of the retail business has covered products, processes, sales and service channels, digital services, and team development. The overall goal has been to make banking simpler, faster, and more convenient for customers.
Changes That Strengthen Trust
The results of these changes are best reflected in customer satisfaction and loyalty indicators. Such outcomes cannot be achieved through advertising or market presence alone. They are built through the daily efforts of the team and the quality of every interaction with customers.
At the end of 2025, the bank’s brand ranked among the top three in spontaneous brand awareness (Top of Mind). When asked about banking services, 12% of respondents named the bank first. The bank also ranked among the leaders in the Customer Satisfaction Index (CSI), achieving a score of 4.7 out of 5, while the contact center received a customer rating of 4.6 out of 5.
Further evidence of this progress can be seen in service performance indicators. In the first quarter of 2026, the bank’s Net Promoter Score (NPS) reached 59.2%. NPS measures customers’ willingness to recommend a bank to others and is considered one of the most important indicators of customer loyalty. For the banking industry, this result reflects a high level of customer trust.
Today, Ipoteka bank OTP Group serves nearly 2 million active customers. Operating at this scale requires not only modern products and technologies, but also continuous improvement of service quality, customer journeys, and internal processes.
A New Approach to Product Development
The bank’s retail business is built around customers’ everyday needs. Purchasing a home, buying a car, gaining access to financing, and managing personal finances conveniently form the foundation of the product strategy. The bank therefore focuses on simplifying access to products and reducing customer effort at every stage of the journey.
In the mortgage lending market, Ipoteka bank OTP Group continues to maintain its leading position. The average decision time for a mortgage application is less than one day. This achievement became possible through a comprehensive redesign of mortgage processes, optimization of customer journeys, and improvements across every stage of application processing.
Auto lending has become one of the fastest-growing business lines. In 2025, the volume of auto loans increased tenfold, positioning Ipoteka bank OTP Group among the leading players in Uzbekistan’s auto financing market.
The application process has also become significantly faster, with processing times reduced by five times. Today, the bank’s partner network includes more than 16 automotive brands and covers approximately 90% of official dealerships across the country.
Microloans have also demonstrated strong growth. By the end of 2025, loan disbursements had increased by 2.1 times compared to the previous year, reaching UZS 7.4 trillion. The number of active borrowers grew by 63%. This growth was supported by the development of transactional services and the implementation of automated payment solutions.
Service as a Technology Platform
For customers, service quality is often defined by simple things. How quickly they receive a response, how long it takes to resolve an issue, and whether they need to repeat the same information multiple times.
That is why upgrading the contact center and customer support services became one of the bank’s key priorities.
The new service platform is capable of handling up to 180,000 customer inquiries per month. Average waiting time is just 11 seconds, while callbacks regarding loan applications are initiated in less than one minute.
The bank is also actively expanding customer service through digital channels, including social media platforms and messaging applications. This enables faster response times and creates a more convenient service experience for customers.
Digital Services as Part of Everyday Life
Today, customers expect to check balances, transfer money, open deposits, or apply for banking products within minutes and without visiting a branch. As a result, mobile banking is becoming the primary channel of interaction for an increasing number of users.
The number of Ipoteka-Retail app installations has exceeded 3 million, while monthly active users have reached 464,000. Through the application, customers can manage accounts, make payments and transfers, open deposits, access lending products, and conduct foreign exchange transactions remotely.
The next stage of digital development was the launch of the new Ipoteka Mobile application. The project enabled the bank to move to a more advanced technological platform and establish a foundation for future digital innovation and faster implementation of new features.
The new version features an updated user interface, expanded functionality, and enhanced security mechanisms. Additional security tools have been introduced, and overall application stability has been significantly improved.
Ipoteka Mobile continues to evolve alongside changing customer habits and expectations. The team is consistently expanding the platform’s capabilities so that more financial needs can be addressed remotely, quickly, and within a single application.
Change Begins Within the Bank
Behind every improvement in customer experience are people who work every day on products, services, and service quality. The development of retail banking requires not only technology and innovation, but also a strong team capable of implementing change quickly and scaling successful practices.
This is how change becomes trust, and trust becomes the foundation for sustainable long-term growth.
