Retail clients
At mBank we monitor client satisfaction at the following levels:
- Four times a year in cooperation with TNS KANTAR, a research firm, we survey the loyalty of our clients using a dedicated metric: relational NPS. Based on the survey results, we identify the key reasons why clients recommend mBank to their friends and family as well as areas that need development. In 2020 the relational NPS stood at 19.
- We defined 18 key touchpoints with the bank for which transactional NPS is monitored. Based on the results, we precisely identify the major needs and expectations of our clients.
- We recorded an increase in the NPS result in 13 out of the 16 tested touchpoints.
- We continuously measure the satisfaction of clients using individual contact channels. We analyse the feedback from clients and swiftly react to their expectations.
The confirmation of the high loyalty of mBank’s customers is the „Bank Customer Satisfaction Monitor 2020” implemented by ARC Rynek i Opinia. We scored second position in this ranking.
Corporate clients
As part of the „mSatysfakcja” („mSatisfaction”) project we survey the satisfaction of corporate clients on a yearly basis. Due to the COVID-19 pandemic, the 2020 relationship exercise was conducted in the fall. The transactional exercise was not conducted.
- The relationship exercise is designed for all clients. We ask about the inclination to recommend mBank to business partners, which is reflected by the value of the NPS indicator, and about the satisfaction during the cooperation. Thanks to that, we learn key reasons for recommending our service and possibly areas we should improve in. In 2020, the NPS level for all corporate clients reached 41, for clients who declare mBank as their main bank: 47 (market average amounted to 17; source: Kantar Polska, August 2019). In 2019, the values were 33 and 41 respectively. The percentage of companies satisfied and very satisfied with service provided by mBank reached 82% and was higher than the 2019 result by 7 percentage points.
The conversations between mBank advisors and representatives of corporate clients held immediately after the survey are the most important element of the NPS programme. The purpose is to obtain more detailed information from clients and find out why they recommend mBank to their business partners or advise them against it.
„Digital Revolution”
Aside from the e-commerce package dedicated to its clients, mBank helps companies build momentum with the social campaign “Cyfrowe rewolucje” (“Digital Revolution”). The core of the campaign are educational activities which help entrepreneurs create a successful online shop. The materials available at www.mbank.pl/cyfrowerewolucje include not only expert articles or industry reports, but also profiles of companies which have started a successful e-commerce business and wish to share their experience. The website offers unlimited access to expert articles, webinars, and industry reports. mBank has also prepared online educational meetings in the form of webinars and the brand new “speed dates” with experts.
The campaign was promoted with a contest addressed to companies with a turnover of up to PLN 50 million. The participants had a chance to win two packages of specialist services worth PLN 100,000 each, and ten prizes worth PLN 10,000 each. The prizes, comprising services tailored to the size of a given company, helped companies to start or develop their e-commerce business. In the first edition of the contest we have registered more than 550 applications.
“Client’s friend”
The “Client’s friend” project is a response to our clients’ and employees’ willingness to contribute to building mBank. We gather ideas and suggestions about the range of products and services offered by mBank, analyse them to find the most expected changes and design potential solutions together with competent organisational units.
Every client can share his/her ideas via online banking or any other access channel (mLinia, branches, email, chat) and social media (Facebook, Twitter). To offer ideas, one does not need to identify himself/herself or even be a client. Having registered an idea, the author receives an automatic thank-you message. In 2019 we introduced an additional thank-you message (push) sent within 48 hours after a client contributes an idea. We analyse every suggestion and inform the authors once their ideas are implemented.
In 2020 we have analysed almost 10 thousand ideas proposed by our clients.
“Eye to eye with SME clients”
“Eye to eye with SME clients” is a series of monthly meetings with entrepreneurs, which aim is to adjust the services and products of mBank to the actual expectations of our clients. In 2020, at the time of pandemic, the in-person contact with the clients has been minimized. For employees other than advisors in the branches or at the call center, it has been limited almost completely. Due to the huge value of the direct conversations with clients, our resolve to accomplish them was even firmer. The “eye to eye” meetings were carried out online and were open to the mBank audience. We also interviewed the entrepreneurs individually.
Policy on providing services to entities operating in areas sensitive in terms of mBank’s reputation risk
The policy imposes restrictions on the provision of services to companies in socially controversial sectors which are in breach of the Ten Principles of the UN Global Compact.
Such restrictions concern opening of accounts as well as lending in the case of companies, including existing clients of mBank, whose activities:
- involve child labour or forced labour or result in other manifest violations of human rights;
- focus on economic exploitation of valuable natural areas;
- pose a risk to the global cultural heritage.
We do not establish business relations with any entities operating in countries, on which UN imposed sanctions.