2019 Financial
and Social Report

Quality of customer service

[GRI 103-1, GRI 103-2, GRI 103-3] 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.

Clients notice and appreciate these initiatives. In a survey of client behaviors and preferences carried out by the consulting firm Bain & Company, Bank Millennium obtained the highest NPS (indicator describing the propensity of clients to recommend the services of various entities to their friends) among Polish banks. Compared to the previous year, the indicator increased 10 points to 43. In the Banking Stars 2019 contest, the Bank was on the podium three times, having won, among others, the “Customer Relationship” category and received the “Customer Relationship Star” title. In the TOP 100 Brands list compiled by KPMG, the Bank was ranked at the top of the “Customer Experience” category among Polish financial institutions and was also in the top 10 of the best rated brands in Poland. According to the results of an internal satisfaction survey, 93% of retail clients were satisfied with their cooperation with the Bank. Bank Millennium was also the most frequently recommended bank in Poland with loyalty measured by the highest NPS of 52 among all financial institutions on the market (“Bank Client Satisfaction Monitor 2019”, ARC Rynek i Opinia).

After its merger with Euro Bank, Bank Millennium has been focusing its activities on standardizing customer service standards, implementing a unified customer service model into its branch network, constantly monitoring the level of customer service quality and developing solutions that improve customer satisfaction – in all contact channels.

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