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Bank Millennium is the best digital bank in Newsweek’s Friendly Bank ranking

28.10.2022

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In this year’s edition of Newsweek’s Friendly Bank ranking Bank Millennium came 1st in the category “Remote Banking” and second in the main category “Bank for Mr. Kowalski”. Bank Millennium proved to be unrivalled in remote banking, winning in all five subcategories, which, as the organisers comment, is a rarity in the history of the ranking. The bank excelled over others both in the quality of remote service and in mobile banking.

The victory in digital banking and such a high place in traditional banking is the result of the work of all teams in the bank and the huge commitment of employees. We are proud of it! The highest quality supported by innovative solutions, focus on customers – this is what our strategy is based on. We are effective as we watch the number of our customers grow, and I am convinced that at the beginning of the next year we will achieve our strategic objective for 2024 i.e. 3 mln clients. In fact today already 2 million people regularly log on and actively use to the mobile app. The steady development of digital channels is crucial, and although we have long been considered one of the best digital banks, we do not stop. Success requires understanding the changing needs of customers and at the same time constantly looking for new, innovative solutions to meet these needs. Also, the role of institutions is invariably important. This is how we build our competitive advantage – said Joao Bras Jorge, Chairman of the Management Board of Bank Millennium.

The Newsweek’s Friendly Bank ranking is prepared in cooperation with the Minds & Roses research agency on the basis of the mystery shopper method.
Auditors played the role of two types of clients. In this year's 21st edition of the ranking, the number of tested banks was reduced to ten. Those were selected, that at the end of 2021 had more than 1 million personal accounts.

In the "Remote Banking" category, the auditors played the role of a customer using the bank's services only through a computer and smartphone. All services were tested with virtual communication and operation channels. The most points were awarded for an efficient and functional mobile application. The ease of activation and navigation of the website, the effectiveness of the transaction system and channels of contact with the bank and the time of performing basic operations were also highly scored. In addition, new services and functionalities introduced by banks were rewarded.

As part of the "Bank for Mr. Kowalski" category, the auditors visited bank branches, where they opened personal accounts, assessed the quality of service by advisers, especially their commitment and competence, and finally, they also closed accounts in stationary format. In the meantime, they were remotely testing the bank's basic operations and transactional system and all channels of contact with it, also using mobile banking on their smartphones. The highest score was for the quality of service in the branch, which could give almost half of the maximum number of points. The score weight of the mobile application was also increased, along with the increase in the number of tested functionalities and the transactional service.