Bank Millennium treats client needs at the center of its interest; that is why it is so important to identify them. The key to designing the best experience is gaining a profound grasp of client needs (empathy). To identify and grasp evolving needs, comprehensive client opinion research is conducted regularly in the Bank’s main contact points (e.g. branch, information line, internet). There are nearly twenty thousand interviews conducted annually. Complaints are also subject to analysis to identify areas requiring improvement.
A specialist research team is at work in the Bank. This team uses a broad array of research techniques and methods – ranging from standard quantitative questionnaires to qualitative interviews and online qualitative research and ending with more specific research such as UX research, ethnography (also utilizing elements of behavioral economics). The research also supported the projects carried out under the Service Design methodology, where the full understanding of client needs is of crucial importance.
The findings in client research are translated into project guidelines and subsequently into measurable ratios that are tracked on a constant basis. Discovering client expectations is the constant starting point for each and every project aimed at changing a process, product, communication or the client service model in Bank Millennium. Before implementation the solutions we design are formulated as prototypes and tested in research and conversations with clients.
Quality and satisfaction survey
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|Number of Mystery Shopping visits