Research of client needs
Client satisfaction improvement project
In 2014 Bank Millennium continued to implement its Customer service quality and satisfaction program. The main projects executed included:
- Implementation of standards for selling personal accounts and credit products that would improve quality of dialogue with clients and ethical selling;
- Verification of the knowledge of employees, through regular competence testing in respect to products, processes, service standards;
- Regular contact with Outlet employees, support for the implementation of standards;
- Monitoring of the observance of standards and the quality of selling through monthly Mystery Shopping studies.
The projects performed by the Bank have borne fruit not just in the form of improved internal quality ratios but have also won third party recognition. In 2014 Bank Millennium was once again recognized in the independent ranking investigating the quality of service called Newsweek’s Friendly Bank, taking first place in the Internet Bank category and second place in the Bank for Mr. Jones category.
Customer Satisfaction and Service Quality Surveys
The Bank's Customer satisfaction surveys are conducted regularly, which provides continuous information on satisfaction levels and recommendations over time. Surveys are conducted for each of the following segments: Retail clients, Prestige clients and Corporate clients. In addition to overall satisfaction surveys, the Bank carries out projects relating to specific products or services, e.g. satisfaction with specific contact channels with the Bank: outlets, website, e-mail, phone and mobile banking.
|Customers satisfied or very satisfied||2014||2013||2012|
|with their cooperation with the Bank||87%||90%||89%|
|with the product offering||84%||85%||83%|
|with service quality||89%||92%||91%|
In order to maintain high quality of Customer service in the outlets, the Bank conducts Mystery Shopping surveys in cooperation with an external company. Each month, all of the Bank’s outlets are visited by auditors, who evaluate compliance of the Customer service quality level with the accepted standards.
Quality and Satisfaction Survey
|Quality and Satisfaction Survey||2014||2013||2012|
|Number of customers surveyed||102,000||138,743||130,201|
|Number and % of responses||34,000 (33%)||35,336 (25%)||28,355 (22%)|
|Number of Mystery Shopping visits||4,200||4,300||4,800|
Bank Millennium’s complaint process is formalized enabling customers to submit complaints in a number of ways: directly in a Bank branch, by mail, by phone or through the web banking system. Information on the possibilities and ways of submitting grievances is available on the Bank’s website and in the rules and regulations for rendering banking services. Internal reviews regarding the submitted complaints are conducted on a regular basis and their findings are used to streamline banking processes.
In 2014, the Bank continued its complaints management policy focused on analysing and eliminating the underlying causes for complaints. The number of complaints received by the Bank in 2014 was about 7% lower vis-a-vis the previous year, which serves as a confirmation that the actions taken by the Bank in this respect have been effective.
Complaint reports are forwarded monthly to people responsible for individual products and processes. This allows the Bank to analyse the quality of services it offers and to take optimization measures. The initiatives implemented on the basis of complaint analysis involved, among others, introducing a more precise description of transactions on statements and in the Internet banking system, changing the manner in which data are presented on the Bank’s website and introducing changes in Internet transfer forms. Additionally, the actions to reduce the response time for a complaint and to use the communication methods adapted to client needs have improved the clients’ overall satisfaction with the complaints process.
|Total||Clients||External institutions||Market regulators|
|Number of complaints filed||41,696||44,738||48,177||41,280||44,536||48,046||287||89||83||129||113||48|
|Number and % of complaints handled in favour of customers||23,711 (57%)||25,067 (56%)||25,708 (53%)||23,586 (57%)||25,007 (56%)||25,669 (53%)||65 (23%)||24 (27%)||21 (25%)||24 (19%)||36 (32%)||18 (38%)|
|Number and % of complaints submitted concerning privacy breaches or loss of customer data||365 (0.9%)||329 (0.7%)||277 (0.6%)||365 (0.8%)||326 (0.7%)||276 (0.6%)||0||2 (2%)||0||0||1 (0.9%)||1 (2%)|
|Number and % of overdue complaints*||446 (1%)||1,812 (4%)||4,647 (10%)||444 (1%)||1,803 (4%)||4,625 (10%)||0||2 (2%)||8 (10%)||2 (1%)||7 (6%)||14 (29%)|
* not handled within the deadline anticipated by the rules and regulations. The long period of handling complaints is caused by the need to contact external institutions.
Complaints by main categories
|Total||Product-related complaints||Service-related complaints||Electronic banking|
|Number of complaints filed||41,696||44,738||48,177||38,106||41,036||44,835||3,050||3,041||2,760||540||661||582|
|Number and % of complaints handled in favour of customers||23,675 (57%)||25,067 (56%)||25,708 (53%)||21,304 (56%)||23,282 (57%)||24,026 (53%)||1,465 (48%)||1,474 (48%)||1,437 (52%)||237 (44%)||311 (47%)||246 (42%)|
Period of examining complaints
|Up to 3 days||10,004 (24%)||8,798 (19%)||9,837 (22%)|
|4 to 7 days||12,367 (30%)||13,117 (29%)||14,931(33%)|
|Above 7 days||18,969 (46%)||23,788 (52%)||19,901(45%)|
|Average time of examining a complaint||15||17||14|