05_Golden Banker awards presented!
At a gala hosted by Bankier.pl and Puls Biznesu on 20 April, Krzysztof Kruszewski, Chairman of the Board at Kantar TNS, presented the Golden Banker awards in the contest’s main category:highest quality of service across all channels. The awards were presented to banks that received the highest scores in a study conducted by Kantar TNS and Obserwatorium.Biz – the technical partners of the enterprise.
The final result in the main category, that involved a customer service quality test, consisted of scores from 300 auditors who had performed out over 600 instances of contact with the call centre, sent in over 600 queries via contact forms available at the banks’ websites (with the exception of Nest Bans – queries were sent by e-mail in this case), visited over 1000 branches to ask about a personal account, and signed bank account contracts in 110 cases. Having opened an account, the auditors activated online and mobile services (with the exception of Deutsche Bank, Bank Pocztowy, and cooperative banks). Subsequently all account holders called their call centre to ask for assistance with using the online banking service.
Face-to-face contact with bank employees during the visits (for information- and transaction-related purposes) to the branches had the highest impact on the general score. During their conversations with bank staff, the employees paid particular attention to how the former were able to recognise the customer’s needs, presented the offer, and the effort they made to acquire new customers.
Furthermore, usability tests and basic online and mobile system process convenience tests were carried out as an additional remote module simultaneously with the qualitative tests conducted at the branches. Each of the banks was subject to analysis and scoring by 6 users who had to perform 5 tasks per the online and mobile channel.
The Golden Banker is the biggest research project of its kind on the Polish market.
The general ranking of the contest (basis for awarding the prize in the main category) is presented below:
Who won?
The main prize - results
Golden Bank – Highest customer service quality: mBank, Getin, Noble Bank, and Bank Millennium
Internet users’ awards - results
Commercial – ING Bank Śląski
Socially-aware bank – ING Bank Śląski
Social-media presence – ING Bank Śląski
Product category awards - results
Personal account – Bank Millennium
Cash loan – Nest Bank
Mortgage – PKO BP
Credit card – Citi Handlowy
Financial innovation – Alior – Dronn
Special category – resultsts}
Security Best practice – Bank Millennium, mBank, Bank Zachodni WBK, Citi Handlowy
Congratulations to winners in all categories!
Find out more about the product at www.
We also recommend the Golden Banker article – a detailed description of the undertaking, including all the rankings, with expert commentary by (among others) Hanna Piotrowicz and Paweł Machała, who participated in the project on behalf of Kantar TNS.
Please feel free to contact us:
Hanna Piotrowicz – Account Director
hanna.piotrowicz@tnsglobal.com
