Currency: the Level of service in banks still leaves much to be desired – Virtual Russia

Quality of service in branches of the largest banks in Poland has improved since last year at least, but still remains at a low level – should be from a survey conducted through the company International Service Check. The results of the study appeared just a few days after the resounding enumerations posłanki Christina Pavlovich.

In this year’s edition of the study best again fell Bank Millennium, but on the next places changes happened. On the second and third place in the ranking ran Getin Bank and mBank, replacing, respectively, ING Bank Śląski and Deutsche Bank.

the weakness of the employees of the banks were customer interaction, that is, first of all, the greeting and the ability to recognize his needs. This element szwankował regardless of the topic of conversation.

Two of the three customers were killed by the staff immediately upon entering the office. Most of them worked, at least three consultants, so while half experienced were handled immediately after the threshold of the Bank. Only every fourth client waited 5 minutes, and every fifth on average 15 minutes. Fortunately, has been rare situations in which the service would need to wait 20 to 35 minutes.

Many consultants still did not provide the habit of getting up at the greeting, and only four out of ten employees provided the customer by name and surname. Offer something to drink, was obtained in six out of the fifteen banks (Millennium Bank, Eurobank, Getin Bank, ING Bank Śląski, mBank, Raiffeisen Polbank), but only in ING Bank Śląski such a proposal rushed at each visit, even one where the goal was the closure of the account.

it is Worth Recalling that as a “shameful and demeaning to employees” to appeal żegnanie customer service Bank estimated recently the Deputy from PiS of Kristina Pavlovich. In the recording on Facebook urged that the banks are not really artificial, awkward, wytresowanej zawstydzającej and employees courtesy.

studies have shown that employees of all banks fared better during the talks with clients interested in buying, that is opening the account. Of course, the lower grades were employees who had to provide information on savings plans.

worse went to consultants who served clients who are interested in obtaining a loan. Although the banks make this form of financial support, the staff did not show special interests, lying to take advantage of their offer. But worst of all was appreciated visit on closure of the account.

excellent service when you create a new account, you can count institutions Getin Bank PKO Bank Polski and ING Bank and Bank Millennium. In turn visit, during which the mystery shopper task was the closure of the account, it is best fell in PKO Bank Polski, Bank Millennium, Raiffeisen Polbank and year.

On the podium in the provision of information on savings was eurobank, Bank Millennium and mBank, and thematic maps best feel advisors with Getin Bank, Western Bank WBK and ING Bank and BGŻ BNP Paribas.

Very well, had the rating of appearance and interior of the offices, while but two thirds of customers have criticized the lack of conditions for a confidential conversation.

the National survey, conducted in October 2016 was moved to the 60 seats of Bank accounts belonging to 15 banks. To obtain reliable comparisons, mystery shoppers visited the same units (if the object has not been eliminated) owned by: Alior Bank, Bank BPH, Bank Millennium, Bank Pekao SA, Bank Pocztowy West Bank WBK, BGŻ, BNP Paribas, Credit Agricole, Deutsche Bank, Eurobanku, Getin Noble Bank, ING Bank, mbank, PKO Bank Polski Polbank and Raiffeisen.