Bank Millennium acclaimed as Institution of the Year 2015 in the category of Branch Service Quality

The survey was carried out by way of experts’ visits in branches. In 2015 between April and December the experts visited a total of almost 150 bank branches. The team of experts used a scenario based on real-life interactions between customers and bank staff, where the conversation is genuine and natural. The visits took place every month and the end result is the average from the entire year.

Magdalena Macko, Director of the Quality Department in Bank Millennium said High quality of service is the sum of daily efforts of various units of the Bank – both those, which are directly in contact with customers – branches and call centre as well as Head Office units, which take care of proper tooling, efficiency of processes as well as proper functioning of systems. We approach customer experience in a holistic way. We make sure it is positive in each point of contact between the customer and the Bank and in every stage of the relationship i.e. starting from when the customer studies the offering before taking the decision; through the purchase itself, using the service and communicating with the Bank. We do a lot of research to analyse changing customer behaviour trends in individual market segments. We not only talk to customers but also observe them to identify behaviours, which the customers are not aware of, but which have powerful influence on their decisions.

Recurrence of results permitted those surveyed to react more quickly, to make changes, to identify market trends, to use the proposed forms of cooperation to make sure customers get the highest level of service backed by knowledge and professionalism. The survey comprised six areas reflecting the process of selling products in a branch: first impression, seamlessness of service, welcome, comfort of service, interview with the relationship manager and closing the interview.

An item particularly highlighted by the surveyors was that Bank Millennium staff introduce themselves by name and surname when greeting the customer. This is not a practice widespread in banking yet.

In the parallel “Quality of service in remote contact channels” survey, which looked at how easy it was to find contact data, quality of call centre and contact by electronic means (e-mail and contact form) Bank Millennium came 5th among 23 banks covered by the survey.