Financial and
ESG report 2020

Innovation and highest quality of positive customer experience

High quality of customer service is one of the basic values for Bank Millennium. Thanks to the constant analysis of customer expectations and optimization of offer and servicing model to the changing needs, Bank Millennium is invariably at the forefront of institutions that provide service at the highest level.

Thanks to the constant monitoring of customer opinions and market trends in all business lines, also at the height of the pandemic, the Bank implemented many solutions in line with the current needs and expectations of customers in terms of the product offer, service facilities and access to transactions in contact channels. In 2020, the Bank’s activities focused on: 

  • ensuring the safety of employees and customers serviced in branches, 
  • digitization of processes and services, 
  • monitoring the expectations and needs of customers and the level of service quality, 
  • developing solutions that increase customer satisfaction in all contact channels. 

To take care of the safety of employees and customers, Bank Millennium introduced procedures and work standards in accordance with the requirements of the sanitary regime. Service models in bank branches, from all business lines, have been adapted to the new situation – providing customers with comfort of service with a simultaneous emphasis on enabling them self-service in transaction devices or remote channels and employee support in this area. 

The Bank offered its clients solutions enabling independent execution of basic banking transactions with simultaneous support of the Bank’s employee through electronic contact (chat, e-mail) or telephone. 

Bank Millennium, continued its strategy in the area of electronic banking, in the period of the pandemic particularly intensified activities aimed at digitization of the Bank’s current clients, enabling them to conveniently bank through the mobile application and Millenet transaction system without leaving their home. A number of solutions have been introduced to facilitate access to remote channels and the possibility of executing instructions in the telephone channel. 

Building processes and solutions based on the customer’s perspective translates into their loyalty and satisfaction as well as positive banking experience. Customers expect newer and more innovative solutions, and the Bank designs them together with customers, taking care of positive experiences. According to the results of an internal satisfaction survey, 94% of retail clients were satisfied with the cooperation with Millennium, and the level of clients' recommendations remained at a very high level, (NPS index in 2020 – 53). 

Net Promotor Score for Retail Segment – internal study 

 

In the area of satisfaction, loyalty and NPS, Bank Millennium is one of the highest rated banks in Poland, which was confirmed by the Customer Satisfaction Monitor survey carried out by ARC Rynek i Opinia. The Bank’s high satisfaction ratings and recommendations are particularly pleasing after the successful merger with Euro Bank. The data confirm the fact that former Euro Bank customers appreciate the level of cooperation with Bank Millennium. As in previous years, as the bank’s strengths, customers indicate a competitive offer (most frequently Konto 360), high quality of service, as well as modern solutions (mobile and internet banking). 

The quality activities carried out by the Bank were also appreciated in the Institution of the Year 2020 competition by being among the winners in the category „Best service in remote channels” and the title of „Best banking facility in Poland” for 19 Millennium branches. In 2020 in the Banking Stars ranking – organized by Dziennik Gazeta Prawna and the consulting company PwC –  based on customers evaluation – Bank Millennium took second place in the „Customer Relationship” category. The Bank also received the main prize in the prestigious European Customer Centricity Awards competition in the complaints category. The ECAA competition organized by ARCET is one of the largest European competitions that promotes „customer centricity” and the perspective of Customer Experience in business. 

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