The Central Bank published the results of analyzing client appeals regarding commercial bank activities for July–September 2026. This is the third publication of the index, which the regulator began calculating this year.

During the reporting period, 12,307 appeals were received compared to 11,331 in the second quarter — an increase of 8.6%.

How the index works

The indicator reflects how much a bank's share in total appeals exceeds its share in the system's client base.

The formula is simple: a bank's share in appeals is divided by its share among clients. Individual account holders, legal entities, and individual entrepreneurs are counted.

A value of 1.0 means appeals are proportional to the size of the client base.

What the index does not show

The regulator emphasizes that the indicator does not assess financial stability or reliability of the bank.

This is fundamental. A high index indicates problems in customer service and communication, not risks to their funds. Stability is assessed by other metrics — capital adequacy, share of problematic loans, liquidity standards.

For banks with fewer than one hundred appeals per quarter, the index is not calculated — they are not included in the list.

Top ten of Q3

Figures in brackets — previous quarter value:

  • Hayot Bank — 5.71 (not previously in top ten);
  • Bank of Business Development — 3.17 (2.78);
  • Microcredit Bank — 2.53 (2.69);
  • TBC Bank — 1.96 (2.63);
  • Anor Bank — 1.86 (1.84);
  • Turon Bank — 1.62 (1.46);
  • Asaka Bank — 1.27 (1.28);
  • InfinBank — 1.25 (1.46);
  • AVO bank — 1.25 (4.42);
  • Capital Bank — 1.24 (1.07).

Six banks from the top ten showed decreased indicators, four increased. Mortgage Bank exited the list, with an index of 1.09 in Q2.

Most notable dynamics

AVO bank's index fell from 4.42 to 1.25 — a decrease of 3.17 points. In Q2, the bank topped the list; now it ranks ninth.

For comparison, TBC Bank, with the next largest decline, saw its index decrease by 0.67 points.

"Working with feedback helps identify problematic issues, improve internal processes, and make interaction with the bank more convenient and understandable for clients," commented Vitaly Indin, head of the bank's customer service department.

How to interpret this data

Hayot Bank's indicator of 5.71 means the bank receives almost six times more appeals than expected based on its share of the client base.

Important note: the regulator does not disclose the number of appeals for individual banks. With a small client base, even several hundred appeals can produce a high index value.

Notably, this same bank showed the largest reduction in card count among market participants — minus 150,000 since the start of the year.

What this means for clients

The index is useful as an additional guide when choosing a bank, but not as the sole criterion.

What to consider alongside it:

  • rates and conditions for products of interest;
  • stability indicators published by the regulator monthly;
  • quality of mobile app and customer support;
  • availability of branches and ATMs.

Recall that a recent customer experience study showed the market's weak point is not service itself, but getting the client to results. This also explains the nature of some appeals.

You can compare conditions of different banks in Uzbekistan by their published rates.

The next index publication is expected in January 2027.

This material is informational in nature.