The group of the highest rated banks in Poland included VeloBank, ING Bank Śląski, and ex-aequo PKO BP, Millennium and Credit Agricole in third place. This is the result of the latest research conducted by ARC Rynek i Opinia.
VeloBank recorded a significant increase in ratings compared to the previous edition, by as much as 7 points. The study shows that the bank's victory was determined by the good assessment of commissions and fees, as well as service in branches. The bank also has the highest scores in terms of recommendation index.
VeloBank dethroned the leader from the last few years, ING Bank Śląski.
The ten best-rated banks in Poland
VeloBank obtained 79 points, a point less and second place in the ranking was taken by ING Bank Śląski, and third place ex aequo went to PKO BP, Millennium and Credit Agricole BP (76 points each).
The next positions are taken by mBank, BNP Paribas (75 points each), Santander BP, Alior (74 points each), and the ranking ends with Bank Pekao (69 points).
“Of all the banks listed in the top three, all of them (except PKO BP, which maintained last year's result) improved their ratings among their clients. ING Bank has been in the top three best-rated banks for many years and received the highest ratings among clients in terms of products offered. Just like PKO BP and Millenium banks,” we read in the announcement.
The authors of the study emphasize that over the years there has been a growing impact of mobile and online banking on the overall level of satisfaction of bank customers. Also in recent years, the issue of price factors – i.e. the amount of fees and commissions – has begun to emerge as an important factor in building satisfaction. The opposite is true of the role of the hotline – those customers who need contact with the bank either choose online contact or prefer a traditional, personal visit.
“The banking market in Poland has been very competitive for many years. Therefore, it is not surprising that banks strive very hard for customer satisfaction and the overall level of their satisfaction is therefore very high. For many years, in the editions of our survey, there has been a group of banks that have received consistently high ratings consumers is quite constant and there are only minor shifts between them. In this year's edition, Velobank recorded a significant increase in ratings, which, as a relatively new entity, has to 'try harder' than other more traditional entities. Perhaps this can be attributed to a decisive role in the obtaining laurels,” said Dr. Adam Czarnecki, vice-president of the management board of ARC Rynek i Opinia.
About the study
For the ninth time, ARC Rynek i Opinia presents the most important results of customer opinion surveys assessing the banks they use most often. In the 2024/2025 edition, a total of ten largest retail banks in Poland were assessed by customers, and a total of 2,443 respondents took part in the survey.
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