Top quality customer service

The customer service quality is one of Bank Millennium’s fundamental values. The distinct nature of the market precipitated by the COVID-19 pandemic exerted a large impact on the Bank’s actions in customer service and the scope and quality of products and services. The starting point was a thorough analysis of market trends and clients’ new expectations and their approach to banking. By constantly monitoring clients’ needs Bank Millennium effectively customizes its solutions to the rapidly changing market.

Another challenge affecting the improvement of client service in remote channels was the integration of contact channels and even greater flow of information about client needs. The solutions developed to accommodate service in branches and remote service make it possible for clients to switch between service channels seamlessly and execute transactions, including ones started in some other contact channel in a way that is convenient for clients. Augmenting flexibility and conveniently switching contact channels give clients the feeling of consistent service, and thereby doing their banking comfortably.

Bank Millennium has made dynamic efforts to enhance client satisfaction – not only in terms of direct service but also in terms of the transparency of communication and simplifying the language used. Bank Millennium’s signing of the “Declaration on the Plain Language Standard” generated an impulse for the institution to do more work on improving quality by simplifying communication – externally and internally.

Building processes and solutions based on clients’ perspective translates into loyalty, satisfaction and a positive banking experience. According to the results of the internal customer satisfaction survey, 94% of retail clients were satisfied with their cooperation with Millennium, while the level of recommendations given by retail clients held steady – the NPS score in 2021 was 51.

Bank Millennium is one of the very top rated banks in Poland in terms of satisfaction, loyalty and its NPS score, as has been confirmed by the Client Satisfaction Monitor research performed by ARC Rynek i Opinia and the NPS benchmark survey performed by Kantar.