Satisfaction and the level of recommendations among retail clients remained very high, with an NPS score in 2021 of 51 and 94% satisfied clients.
Recognizing client expectations
Recognizing clients’ expectations is always the first part of each and every project in Bank Millennium. The outcome of this approach is verifying, and then modifying a process, product, communication or client service model. Regularly performing this activity makes it possible to maintain the quality of service at the highest possible level in every service channel and observe trends on the financial services market.
Another important part of analysis is researching and recognizing the causes of clients’ specific expectations and the impact exerted by the current social situation on their needs. The devised solutions are tested with clients and employees before implementation.
In 2021 Bank Millennium conducted quantitative and qualitative research on market trends and specific product and service assumptions. Projects employing Service Design methodology in which fully understanding clients’ needs is crucial also provided inputs. These projects contributed to streamlining service quality and developing the product offering.
Just as in previous years, this research was conducted using samples of retail, corporate and affluent (Prestige) clients and microbusinesses (Small Business).
| Quality and satisfaction Survey Bank Millennium |
2021 | 2020 | 2019 | 2018 | 2017 | 2016 |
|---|---|---|---|---|---|---|
| Surveys conducted | 56 | 47 | 25 | 27 | 21 | 24 |
| Number of Mystery Shopping visits | 3,854 | 3,059 | 2,768 | 3,500 | 4,065 | 3,900 |
| Bank Millennium | 2021 | 2020 | 2019 | 2018 | 2017 | 2016 |
|---|---|---|---|---|---|---|
| NPS ratio* | 51 | 53 | 53 | 51 | 51 | 39 |
*indicates the willingness to recommend the products and services to clients. The presented data refer to the Bank’s internal research and pertain to retail clients.
The Bank also conducted research into the satisfaction of corporate clients. This research demonstrated that the upward trend in satisfaction has also been maintained during the pandemic (NPS rose to 49).
Incoming calls to the hotline are monitored in Millennium Leasing making it possible to analyze telephone traffic and the reasons for which clients are calling. A survey was performed in the hotline in connection with cooperation with Bank Millennium in 2021. Clients could share their feelings or remarks directly after their call with a hotline consultant. The compiled responses are analyzed and on their basis actions are taken to modify and improve the elements designated by clients. The company also conducted two surveys by phone with clients in 2021 during which it asked about they think is important in their ongoing cooperation and after-sales service (which also pertained to the e-customer service point). The responses in both surveys were analyzed and on the basis of the compiled information, a plan was prepared to introduce changes in the areas identified by clients in these surveys.