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2018 Financial and Social Report

The quality of customer service is one of the fundamental values espoused by Bank Millennium and an important part of its competitive advantage. The work done on quality, meaning our efforts to deliver the best customer experience is a continuous activity. The following stages may be distinguished in this subject matter: identification and understanding of client expectations, design of experience and implementation in contact channels and monitoring the key processes and contact points (e.g. branch, information line, internet) and then streamlining them. [GRI 103-1, 103-2, 103-3]

Clients and independent auditors alike appreciate the high quality of service offered by the Bank.93% of all retail clients are satisfied with their cooperation with the Bank, while 53% of the corporate clients recommend it to others. In 2018 Bank Millennium placed in the prestigious ranking called Newsweek’s Friendly Bank in all the categories: traditional, mobile, internet and mortgage banking. In turn, according to the survey administered by ARC Rynek i Opinia, it was the bank whose clients are the most satisfied and the most loyal and who are the most willing to give a recommendation (the highest score on the market NPS = 61).

Bank Millennium was also recognized as the best in the financial sector and among the TOP 10 best Polish brands in Customer Experience, according to consumer research conveyed and published by KPMG.

Client Service Standards are in force in the Bank in all of its sales and operational units including, among others: standards for branch employees, teams providing services to Prestige Clients, Corporate Banking Clients, information line teams, electronic communication, complaints handling units and the Bank’s Head Office employees. Client Service Standards are updated on periodical basis depending on the client’s changing expectations and financial needs.

The Standards are one of the first and key documents which are read by every Bank employee. They are discussed in detail and practical exercises are conducted on them during preliminary training and during the first days of employment.

Client Service Standards are intended for all the direct customer service employees, and they contain, among other things, specific guidelines on how to greet/say goodbye to the client, talk to the client, present the Bank’s products, clarify doubts or handle the client’s complaints.

Client Call Scripts augment the Client Service Standards used in the Bank’s outlets and its information line; they refer to various products: personal accounts and accompanying products as well as loan, savings and investment products. They define the framework of conversation with the client on the subject of the Bank’s products. Client Call Scripts refer to specific elements of client service, procedural and regulatory duties. Therefore, they provide the client with comprehensive and understandable information. Failure to comply with the standards of services involves the risk of unethical sales and misleading the client, which may entail legal consequences and cause harm to reputation.