Three Polish banks have ranked in the top 20 of the next edition of the EMEA Digital Banking Maturity 2018 survey, but to maintain their leading position, they should focus on open banking and the development of non-banking services.
Deloitte surveyed 238 banks and 10 FinTechs offering banking services from 38 countries from Europe and the Middle East. According to the survey, among the 15 Polish banks surveyed, three leaders deserve the title of digital leaders: ING, mBank and Millennium. Out of 248 analyzed institutions, they were in the top 20.
Polish banks achieved better results than the average in the region of Europe and the Middle East on all six analyzed stages of customer interaction, i.e. searching for information about the bank, opening an account, implementing the client, everyday banking, expanding relationships and terminating the client’s relationship with the bank.
“Banks in Poland are at the forefront of the digital revolution, while in Central Europe there are 11 million, and in Europe, 60 million customers, which can be described as being ‘attached to the braches.’ They would like to use digital channels, but still consider online or mobile banking to be too troublesome. This is the group of clients for which the fight will take place,” said Grzegorz Cimochowski, the leader of the financial institutions sector in Poland, Deloitte.