Bank Millennium is the best bank Newsweek’s Friendly Bank list

In this year's edition of Newsweek's Friendly Bank ranking Bank Millennium came 1st in the main category "Bank for Mr. Kowalski" and 2nd in "Remote Banking". The Bank was one out of two to dominate the ranking results. As the organisers emphasise, the ranking follows the evolution of customers' needs and assesses, which bank satisfy them the best. In their opinion significant increase was observed of the quality of customer service in branches, via call centre and in the Internet, but most of all in the increasingly high-scoring mobile banking.

- This gives us great pride. Such high two places in areas, which are key to the bank, prove that the strategy, which puts customers' needs and satisfaction in the focus of attention as well as all our activities are bringing results. Winning in the ranking is a result of strong motivation, experience, effectiveness and day-to-day commitment, which are characteristic features of our entire team and provide the basis for building the bank's competitive advantage. We are not slowing down - João Bras Jorge, Chairman of the Management Board of Bank Millennium, said

- Newsweek's Friendly Bank is a good opportunity to check how we operate vs. the competition. Today we can proudly write that we are great. However we pass the most important test every day - during every visit of a customer in a branch, whenever someone logs-on to electronic channels or calls call centre. Only thanks to the cooperation of particular teams but also banking channels we can give customers the best experience. This concerted effort makes customers feel welcome and willing to visit us - in branches and online - Wojciech Rybak, Member of the Management Board of Bank Millennium, commented.

The Newsweek's Friendly Bank ranking is prepared on the basis of the mystery shopper method. The auditors, assuming this role, tested the services of 13 banks in July and August this year.

In the main "Bank for Mr. Kowalski" category the priority was quality of customer service broadly understood. Relationship managers were evaluated, first of all their skills, multilateral presentation of the offering, commitment to understanding the customer's actual needs as well as specific help e.g. in activating an account online or downloading the mobile app. However, as the organisers emphasise, quality assessment is moving gradually towards the operational services of banks. Increasingly higher scores are given to efficiency of call centre and chat operation, ease of navigating the website and making basic transactions.

In the "Remote Banking" category the auditors were assessing all aspects of the services, using them via a laptop and smartphone. They were contacting the bank online and were making basic transactions remotely and in a mobile way. In this category highest scores were given to mobile banking, ease of logging-on to the mobile app, friendliness of the interface and navigating the bank's website, operating the transactional system as well as the time needed to do all that. Also new functionalities from recent years were appreciated.

Bank Millennium's app was seen to be one of two significantly better than the apps of the other banks.