One of the Bank’s most important values is assuring highest quality of service. Analysing Customers’ opinions with use of such modern methods as behavioural economics, service design or UX surveys, services are designed, which reflect their expectations. The Bank provides Customers with solutions, thanks to which they can not only manage their finances but also use non-financial services. The Bank’s app and website give Clients i.a. access to e-administration, the opportunity to buy public transport tickets, to get motor insurance or pay motorway toll. A number of improvements were introduced for Customers with disabilities i.a. website, branches, cash machines and service adapted to the needs of this group of Clients. Bank Millennium is extending its concept of a world without barriers to other areas, in which it is active, including culture sponsoring. By providing cinema films with audiodescription during Millennium Docs Against Gravity, Poland’s biggest documentary films festival, it was facilitating access to the world of culture for persons with sight impairments. In 2019 the Bank came 1st in the “Access” category in the Ranking of Banks by Miesięcznik Finansowy Bank.
The Bank is focused on compliance with ethical sales principles. Branch Employees are required to observe ethical standards contained in the Bank Millennium Code of Ethics as well as in rules for selling particular products. All Employees of the Bank obligatorily take part in Code of Ethics training and have the possibility to report unethical behaviour via the whistleblowing system.
Solutions, which were implemented in the area of service quality, have contributed not only to improvement of Customer satisfaction (93% satisfied with their relationship with the Bank) but were also appreciated by the market. In 2019 in a survey by Bain & Company advisers, Bank Millennium had the highest NPS result among Polish banks, which describes the willingness of customers to recommend services to acquaintances. In the Stars of Banking 2019 competition the Bank made it to the podium three times, winning i.a. in the “Customer Relationship” category. The Bank was acclaimed as the Customer Experience leader in the Polish financial sector on the list of TOP 100 Brands prepared by KPMG and was in the top ten out of one hundred best brands in Poland. It was also the most often recommended bank in Poland with loyalty measured with the market’s highest NPS score of 52 (“Bank customers satisfaction monitor 2019”, ARC Rynek i Opinia).