Bank Millennium awarded in 7 categories in the Institution of the Year ranking

In the tenth, jubilee edition of the Institution of the Year ranking, organised by the MojeBankowanie.pl portal, Bank Millennium took third place in the main category of the Best Bank in Poland.

The bank won first place in the Best Remote Service category in the individual customer segment. The survey in this category was conducted throughout the year and included 5 measurements in which the survey participants - the bank's customers, contacted the bank via the helpline and e-mail regarding service matters, and the new ones asked about the bank's offer.

The high level of service was accompanied not only by service matters and discussions about the offer. In the Best Branch Account Opening Process category, Bank Millennium was the undisputed market leader. The survey participants appreciated the comprehensive presentation of the offer and the efficient process of opening an account.

The Institution of the Year also awarded statuettes to two remote processes of opening an account in Bank Millennium: with a selfie and using login to another bank.

The bank received a distinction for Best Branch Service, and as many as 30 of our branches received statuettes for the Best Bank Branch in Poland.

In the Best Branch Mortgage Service category, Bank Millennium took second place - half of the meetings with mortgage specialists received the maximum score. Customers particularly appreciated the appropriate scope of information about the offer presented in a simple form, and highly appreciated the knowledge of the advisors.

Bank Millennium was recognised for its openness to cooperation with business clients and took third place in the Best Bank for Companies category. Survey participants particularly praised the possibility of remote conversation about the offer on the helpline.

The consistent development of mobile banking was confirmed in second place in the Best Mobile Application category. The changes introduced in the application last year (refreshing the menu and product pages) have gained particular recognition. In the Best Online Banking category, the bank received a distinction.

The individual award in the CX Leader category went to Magdalena Suchanek, who manages the Quality Department at Bank Millennium.

— If the bank wants to stay in the first league in terms of quality, it has a higher bar to clear every year. Customers' expectations of banks are growing, additionally influenced by experiences with brands from other industries, technology is changing, and communication focuses on personalisation and anticipating needs. Building positive emotions in customers has entered the game for the best quality, and not just focusing on operational improvements. Banks treat quality as a competitive advantage and include it in their strategies because they see measurable benefits in it — says Magdalena Suchanek.

The Institution of the Year ranking focuses on the quality of customer service in the banking sector in 14 thematic categories and in 4 customer segments (retail, affluent, private banking and corporate). According to the organiser, the level of customer service quality is verified by real customers interested in the product offer most often used by customers: personal account, account for children and teenagers, savings and investments, credit cards, mortgage products and an offer for small businesses. In addition, the efficiency and friendliness of processes related to the purchase of basic banking products, both in the branch as well as remote channels, and also the quality of service and customer satisfaction at the stage of after-sales service, are verified.

In the 10th edition of the Institution of the Year, 1791 visits were paid in bank branches, 7796 calls were made to the hotline, 780 e-mail inquiries were sent, 430 personal accounts were opened, 780 tests of online banking and mobile applications were conducted, 57,455 ratings and reviews by real users of mobile applications and 182,424 opinions in Google business cards were taken into account. In addition to appreciating the best banks, the Institution of the Year also awards the quality of customer service in individual bank branches, which compete for the title of the Best Bank Branch in Poland throughout the year. In the 10th edition, 250 individual awards were awarded to institutions.

More information: www.bankmillennium.pl link otwiera się w nowym oknie