Bank Millennium among the institutions with the best customer service in Europe

Customer experience (CX) is the sum of all customer experiences in contact with a given company. The Forrester CX Index 2024 placed Bank Millennium at a high eighth position in the ranking with a score above the European average¹. Out of the maximum 100 points, Bank Millennium scored 73.1, while the European average was 64.7. Among the ten best European banks, the differences were insignificant, not exceeding 10 points in the ranking. The study included checking the efficiency and ease of using bank services, and what emotions accompany customers in contact with tested brands. Forrester also checked consumer loyalty – whether they want to continue their relationship with the bank, recommend it to others and use more products. Customer experience in branches and remote channels was checked.

In the report on customer experience in the mobile application², Bank Millennium was ranked 7th in Europe. The study evaluated the availability and variety of functions, intuitiveness and personalization. Bank Millennium was appreciated, i.a., for the cashback program for online purchases available in the mobile application.

- The Forrester report is an industry-recognized benchmark for effectiveness in organizations' efforts to build positive customer experiences. The high position in the report is another proof of recognition for the efforts we make at Bank Millennium to meet the needs of our clients and provide them with the highest quality of service. Customer-centricity is the foundation of our business and the result of the implementation of a well-thought-out long-term strategy. We are glad that this positive customer experience is built coherently by teams in branches and outlets throughout the country, but also by innovations and digital solutions that we are constantly implementing - says Antonio Pinto, Member of the Management Board of Bank Millennium.

Forrester is a renowned research and consulting company. The CX Index is an annual report carried out according to this methodology since 2016. In 2024, Forrester conducted a survey among more than 18 thousand European customers of 60 banks. The study was carried out in France, Germany, Italy, Spain, Sweden, the United Kingdom and, for the first time, Poland and the Netherlands. Half of the ten best-rated banks come from the United Kingdom, four from Poland and one from Italy.

More information: www.bankmillennium.pl

¹https://www.forrester.com/report/the-european-banking-cx-index-rankings-2024/RES181321?ref_search=0_1724766040391
²https://www.forrester.com/report/the-forrester-digital-experience-review-tm-europe-mobile-banking-apps-q3-2024/RES181399