Innovation and highest quality of positive customer experience

The quality of customer service is one of the fundamental values for Bank Millennium. The market specificity caused by the COVID-19 pandemic had a large impact on the Bank’s activities in the area of customer service and the scope and quality of products and services. The starting point was a thorough analysis of market trends as well as new customer expectations and attitudes towards banking. Thanks to the constant monitoring of customer needs, Bank Millennium effectively adjusts solutions to the dynamically changing market.

The dynamic development of customer service in remote channels posed another challenge for the Bank – the integration of contact channels and an even greater flow of information about customer needs. The solutions developed on the branch – remote service line allow customers to smoothly switch between service channels and gives possibility of executing transactions, including those initiated in a different contact channel, in a manner convenient for the customer. Increasing flexibility and a convenient transition between contact channels provides customers with a sense of consistent service, and thus comfortable banking.

Bank Millennium has taken dynamic steps to increase customer satisfaction – not only in terms of direct service, but also in terms of transparency of communication and language simplification. The signing by the Bank of the „Declaration on the plain language standard” gave the institution another impulse to continue work on improving quality by simplifying communication – both external and internal.

Building processes and solutions based on the customer’s perspective translates into their loyalty and satisfaction as well as positive banking experience. According to the results of the Survey of Bank Customers in Poland, carried out by Kantar Polska, the level of recommendations of retail clients remained stable – the NPS index in 2021 amounted to 49, which places Bank Millennium in second place in terms of the most recommended banks in Poland.

The quality activities carried out by the Bank have been appreciated in one of the most prestigious rankings of service quality – „Newsweek’s Friendly Bank”. Bank Millennium took first place in the „Bank for Kowalski” category and second place in the „Remote Banking” category. In turn, in the „Złoty Bankier” poll in 2021, Bank Millennium was on the podium in the main category „Golden Bank – the best multi-channel service quality”.