Awards and acknowledgments

Bank Zachodni WBK won the prize “The Bank of the Year in 2010” from the British monthly “The Banker” belonging to “Financial Times” Group. The editorial team of that prestigious magazine award the prize based on the assessment of results achieved by each bank in the previous year and its outlook for the next one. The magazine’s award programme has identified outstanding financial institutions for 11 years, including HSBC, Morgan Stanley, JP Morgan, Deutsche Bank and Banco Santander in 2009 which won the prize of the World’s Best Bank and the Best Bank in Western Europe. “The Banker” is a reputable source of information about the global financial industry. Its ranking lists and comprehensive insights into the banking industry make the award a prestigious and international token of recognition.

In 2010, Bank Zachodni WBK was ranked second in the category of “A Bank Friendly to Retail Customers”, and third in the category of “A Bank Friendly to Senior Citizens” by “Newsweek”. In this contest over twenty banks had their customer service scrutinised with such categories as the quality of face to face service in a branch, friendly procedures, ability to acquire and retain a customer being assessed on a stand alone basis.

In 2010, Bank Zachodni WBK was ranked second in the category of “The Quality of Customer Service across Banks”, a programme organised by VISION SecretClient. BZWBK took the leading position in “Competent and Knowledgeable Staff”, one of the main five areas defining service quality. Our score was 81%, i.e. twice as high as the result in this category in the banking industry. “The Quality Service” programme was created to ensure the continuous monitoring of service quality, to mark the leaders out and to align customer service processes with the latest standards.

Bank Zachodni WBK was the only bank that received the medal in 2010 in recognition of its sensitivity to disability, readiness to cater for the needs of physically impaired customers in the same way as for those who are not, and to facilitate social integration.
This prize is awarded in recognition of initiatives and actions benefiting the disabled and breaking social barriers.

In 2010, Bank Zachodni WBK was hoisted to the top position as the bank with the highest customer service standards, based on the results of a research conducted by Dive Group, a company specialising in mystery shopping. Mystery shoppers visited branches of twenty banks operating in Poland with an intention to place PLN 10,000 in a term deposit. Layout, cleanliness, staff competence and interpersonal skills were assessed.

BZWBK received this emblem as part of a nation wide certification programme three years in a row (2007, 2008 and 2009). The programme addresses businesses and institutions that give priority to customer needs and implement initiatives raising the quality of customer service. To receive the emblem, BZWBK had to achieve the top results in strategy, commitment, staff’s knowledge and their skills tested through anonymous questionnaires.