Research of client needs
Surveys performed in 2016 focused on the key factors affecting recommendations in the area of the offering, image and service quality. 53% of respondents would recommend Bank Millennium to another person and NPS ratio indicating the willingness to recommend the Bank’s products and services by retail clients has increased by 8 points.
*indicates the willingness to recommend the Bank’s products and services by retail clients
Service Design for high quality of customer service
In 2016, the activities improving the quality of customer experience with the bank were continued with the use of the Service Design methodology. It is a methodology for designing solutions created through an in-depth understanding of client issues and needs achieved following an analysis of successive steps that they must go through to use a service. In the past, this methodology was used to create a customer service model for a customer opening an account and a credit products sales model. Now, a model has been designed for talking to the customer about savings and investment products.
The model organizes a consultant’s conversation with a client about savings and investments using the tools used during the discussion (Rainbow to analyze client’s expectations and ABC Board to present an offer). It organizes and streamlines the conversation about difficult and diverse savings and investment products. This model guarantees that the conversation and the presentation of the product offering conducted by a Bank employee is conducted in an honest and ethical manner, while complying with all the formalities required by the law.
The implementation of the model was accompanied by an extensive training program attended by more than 3000 branch employees.
The solutions we rolled out in the quality of service area have contributed not only to enhanced customer satisfaction but also to market recognition. In 2016, Bank Millennium was recognized in the most prestigious Newsweek’s Friendly Bank ranking (as the only bank earning a top 3 spot in all four categories: mortgage, Internet, traditional and mobile banking), Quality You Can Bank On (“Jakość na bank”) and the Quality Star (“Gwiazda Jakości”) rankings.