Trends Report

How Polish Banking Customers Use Different Channels, 2011

December 1st, 2011
With contributors:
Vanessa Niemeyer, Ph.D. , Amelia Martland , Myriam Da Costa

Summary

The Polish retail banking market is characterized by strong growth and competition. Only 68% of the population owns a current account, and a large number of banks are competing for customer attention. Online banking has grown rapidly in the past few years and is overtaking the branch as the preferred banking channel. Changing customer behavior means Polish channel strategy executives need to put digital channels at the heart of their strategy. To do that, continue to right-channel routine interactions to self-service outlets like ATMs and mobile banking, convert branches into advice centers, and work on multichannel integration to provide better customer service and drive sales across different channels.

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