2019 Financial
and Social Report

Identifying customer needs

The Bank finds out the expectations of its clients by listening to what they have to say – through comprehensive client opinion research conducted regularly in the Bank’s main contact points, including the branches, the Hotline and the electronic banking channel.

Discovering client needs 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 tested in research and conversations with clients.

Bank Millennium reaches for traditional quantitative and qualitative research methods, including specific ones, which were particularly useful in the surveys of remote channels – UX research. The research also supported the projects carried out under the Service Design methodology, where the full understanding of client needs is of crucial importance. These projects served both to improve the quality of service and to develop the product offering.

As was the case in previous years, research was carried out on both retail and corporate clients as well as high-net-worth (Prestige) clients and microbusiness (Small Business) clients. Analyses of this kind are performed predominantly for the Bank, although certain research projects are carried out in cooperation with other members of the Group, including Millennium TFI and Millennium Leasing in 2019.

In order to find out the expectations associated with the merger, the needs and concerns of clients migrated from Euro Bank were also surveyed. This allowed the Bank to alleviate their doubts and carry out the migration process efficiently.

Quality and Satisfaction Survey Bank Millennium 2019 2018 2017 2016 2015
Surveys conducted 25 27 21 24 24
Number of customers surveyed 147,373 104,822 31,493 39,551 65,207
Number of Mystery Shopping visits 2,768 3,500 4,065 3,900 4,000

To understand client expectations even better, the SłuchaMY program has been launched in Bank Millennium’s Contact Center. The assumption of the program is to collect suggestions submitted by clients, forward them to the Bank’s appropriate units for analysis and, if possible, make the expected improvements in products, services or processes. Each client receives feedback on how the case reported by him or her has been handled. Approx. 2,500 clients have participated in the project.

The satisfaction and level of recommendations among retail clients in internal research stayed at a very high level in 2019, with a Net Promoter Score (NPS) of 53 and 93% satisfied clients. Similarly to previous years, clients point to competitive offer (chiefly the 360 Account), high quality of service and modern solutions (mobile banking) as the bank’s strengths. Clients who use the mobile application are particularly appreciative of the Bank – for these clients, the NPS ratio is 61 (versus an average NPS of 53). Amongst all the contact channels, the electronic channels that get the highest scores – 96% of clients are satisfied with internet banking and 97% with the mobile application.

Bank Millennium 2019 2018 2017 2016 2015
NPS ratio* 53 51 51 39 31
* indicates clients’ willingness to recommend products and services. These data refer to the Bank’s internal research and pertain to retail clients.

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