Customer service quality

Research of client needs

Service Design for high quality of customer service

A new customer service model named Daily Banking was implemented in 2015 for a client opening an account in Bank Millennium. The model was developed using the Service Design methodology in which the starting point for designing solutions was an in-depth understanding of client issues and needs achieved through analysis of successive steps that they must take to use a service. Service Design was also used to design a model conversation with clients about savings, investment and credit products.

The implementation of those new conversation models was combined with the practical training for branch employees (over 3000 people were trained in the application of the Daily Banking model). Proposed conversations with clients in the form of training video clips were also posted in the Intranet.

Analysis of customer expectations

In order to learn more about customers’ expectations, the Voice of Customer project was launched to accept and respond to customer suggestions put forward to the Bank through the telephone service and complaint reports. These suggestions concern, among others, the quality of service in branches, proposed changes in processes or requests for new products and services. Employees are also able to convey customers’ opinions in the internal social forum. These opinions are then analyzed in the context of innovations and improvements that can be implemented in the Bank.

The projects have borne fruit not just in the form of improved internal quality ratios but have also won third party recognition. In 2015, Bank Millennium was the leader in all the major service quality rankings: Quality Star (“Gwiazda Jakości”), Quality You Can Bank On (“Jakość na bank”) and Newsweek’s Friendly Bank (“Przyjazny Bank Newsweeka”), the most prestigious ranking (victory in 3 categories: Bank of Choice for Mr. Smith (“Bank dla Kowalskiego”), Web Bank, ("Bank w Internecie”) and Mortgage Banking, (“Bankowość Hipoteczna”).

Customer Satisfaction and Service Quality Surveys

Regular evaluation of customer satisfaction and recommendations is a measure to monitor the quality of customer service provided by the Bank. Such evaluation is conducted using a research model, which consists of 3 main aspects:

1. Overall evaluation of customer satisfaction – surveys are conducted for each business segment: Retail customers, Corporate customers and the Prestige business line. In addition to overall satisfaction surveys, the Bank carries out satisfaction surveys for specific contact channels with the Bank (outlets, website, phone and mobile banking) and for cooperation with relationship managers.
2. Detailed surveys of key processes, e.g. satisfaction with the complaint process, monitoring of satisfaction for new customers.
3. In-depth surveys arising from business needs, e.g. evaluation of the loan granting process.

G4-DMA PR5, G4-PR5

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.

Complaints Management

In 2015, the Bank focused on analyzing and eliminating the underlying causes for complaints. The most critical change involved the implementation of two complaints handling paths: a quick path to handle standard reports and the other path to handle non-standard cases. Following the introduction of the quick path, almost 50% of the complaints are not handled within 2 days.

Other important improvements included: creation of the process for handling Client objections to amendments introduced to rules and regulations, sending out information about non-renewal of a credit card, displaying additional information about the fee charged when a transaction is concluded in the mobile app and making it easier for Clients to deliver a notification with confirmation that a seizure by bailiff has been lifted, by sending it to a fax number.

Complaint reports are forwarded monthly to people responsible for individual products and processes. This allows the Bank to analyze the quality of services it offers and to take optimization measures. The performance of the complaints handling process is presented at the Process and Operational Risk Committee meetings and also at the Supervisory Board meetings.

G4-PR8

Complaints by category