Bank Millennium is the best bank in 2016 in quality of customer service

- It goes without saying that the recipe for success, also in case of the ISC survey, is to consistently keep listening to customers and to satisfy their needs. I can say with confidence that understanding customers has become our priority and hobby. Another success component is full commitment of all employees of the bank; their consistency and professionalism. It is they who apart from high service quality and excellent products, create the atmosphere, which is appreciated not only by mystery shoppers - Magdalena Macko, Director of Quality Department in Bank Millennium said.

The nationwide survey carried out in October 2016 covered 60 bank branches belonging to 15 banks. As in last year, banks were evaluated with use of the “mystery shopping” method. To get a meaningful comparison the mystery shoppers from International Service Check visited the same branches again. Evaluation was made on the basis of interviews with bank employees about loans or savings, the effect of which was making a purchase (opening the account) or resignation from the product (closing of the account a few days after signing the agreement). Additionally each of the mystery shoppers drew attention to the branch presentation and appearance of the employees.

As regards scores of the surveyed branches, above-average quality of service was seen in the bank’s Wrocław branch at Plac Bema 2, which scored 96.4%. In terms of the way of informing about savings, Bank Millennium received a score of 96.4%.