These goals result from our commitments set out in the Bank’s CSR and Sustainability Strategy. We improve our products and introduce amenities in our branches. Thus, we provide access to banking for people with disabilities, the elderly and people from groups at risk of exclusion.
As of 31 December 2021, the Bank had 427 retail and business banking branches (including 15 partner branches). The branch network was supported by 15 Wealth Management Centers.
As part of the network optimization project, 268 retail and business banking branches were closed between 31 October 2018 and 31 December 2021 (including 32 branches closed in 2021).
In 2021, the transformation of the branch network, which began in 2017, was continued with a new design and a new customer service model based on moving the handling of basic, everyday transactions to self-service channels. In total, as of 31 December 2021 the Bank had 171 branches in the new format (including 163 branches after transformation and 8 branches without rearrangement).
In 152 branches (including 3 partner branches) cash services were provided exclusively through self-service devices.
As of 31 December 2021 the Bank had 77 branches with the „Barrier Free Facility” Certificate, issued by the Integration Foundation for good service practices for people with disabilities.
All the Bank’s branches have been awarded the OK SENIOR® Certificate, which confirms that senior customers (60+) are served in a safe, understandable and accessible manner.
In 2021, the sales network for Corporate Banking consisted of 6 Regional Corporate Banking Centers located in Warsaw, Gdańsk, Poznań, Katowice, Cracow and Lublin.
The SME Banking Area sales network includes 6 SME Banking Regions with 45 SME Business Centers located on 34 local markets with the greatest potential.
As at 31 December 2021, the Bank’s branches had:
In addition, two dual-function devices and two ATMs operated outside the Bank’s branches.
In 2021, the Bank continued its intensive development of remote channels, implementing a number of functionalities aimed at strengthening its competitive position, reducing the cost of providing services and improving the quality of customer service while ensuring the highest security standards.
Moreover, in view of the ongoing coronavirus pandemic, the Bank’s activities in the area of Internet and mobile banking also focused on maximum support for customers in remote access to bank services and products. The Bank has been consistently introducing new self-service processes to its e-banking offers, allowing customers to meet their most important daily needs without the need to visit a branch – starting with applying for additional products, through after-sales service – from any device and at any convenient time.
The voice of the customer is the basis for building development plans in the area of internet and mobile banking. Regular feedback, e.g. via customer satisfaction survey, makes it possible to identify the advantages and disadvantages of the services offered and to better understand individual customer needs.
Customer safety is a fundamental element of the Bank’s e-banking development strategy and because of that the GOonline system has been enhanced with additional mechanisms to prevent the potential consequences of unauthorised access and campaigns promoting modern authorisation methods and responsible use of remote channels.
| Specification | system name | 31.12.2021 | 31.12.2020 |
|---|---|---|---|
| Number of customers/users using internet banking | GOonline | 790,012 | 742,724 |
| Average monthly number of transactions in the Internet channel | GOonline | 3,378,491 | 3,416,891 |
| Number of customers / users using mobile application (GOmobile) | GOmobile | 911,142 | 669,043 |
| Number of customers / users using mobile banking (mobile device) | GOmobile + GOonline | 1,078,048 | 838,632 |
| Number of customers / users using only the mobile application (GOmobile) | GOmobile | 591,801 | 415,430 |
| Number of customers / users using only mobile banking (mobile device) | GOmobile + GOonline | 708,876 | 498,786 |
Further development of GOonline Business modules:
Implemented changes are another stage in the process of modernising and improving the functionality of the GOonline Biznes system.
| Specification | System name | 31.12.2021 | 31.12.2020 |
|---|---|---|---|
| Number of clients actively logging on | BiznesPl@net | 145,194 | 143,758 |
| Monthly average number of transactions | BiznesPl@net | 5,999,966 | 5,753,859 |
| Number of mobile application customers/users | GOmobile Biznes | 17,034 | 8,357 |
As regards issuance and servicing of payment cards, BNP Paribas Bank Polska SA cooperates with MasterCard and Visa organisations. The card portfolio includes debit, credit and deferred payment cards.
As at 31 December 2021, the number of cards issued amounted to 2,547.6 thousand and was 113.8 thousand higher than in the corresponding period of the previous year. The recorded growth in debit cards results mainly from the Bank’s highly popular offers:
| in PLN’000 | 31.12.2021 | 31.12.2020 | change y/y PLN’000 |
change y/y % |
| Debit cards for retail customers | 1,538.2 | 1,429.1 | 109.1 | 7.6% |
| Credit cards for retail customers | 800.2 | 802.4 | (2.2) | (0.3%) |
| Business debit cards | 196.0 | 188.5 | 7.5 | 4.0% |
| Deferred payment business cards | 7.7 | 7.8 | (0.1) | (1.3%) |
| Business credit cards | 5.5 | 6.0 | (0.5) | (8.3%) |
| Number of cards issued – total | 2,547.6 | 2,433.8 | 113.8 | 4.7% |
At the end of December 2021, in the Retail and Business Banking, in the area of acquisition of banking products, the Bank was actively working with:
In the area of Personal Finance Banking, 13 nationwide intermediaries and 1 online intermediary were engaged under outsourcing agreements for the sale of a cash loan product.
For the deaf and hard of hearing
For the blind and visually impaired
For people with reduced mobility
For the elderly
We meet the requirements of the July 19, 2019, Act on providing access to people with special needs. In January 2021, we introduced the Bank’s “Guidelines for providing Customers with banking documents in a form accessible to persons with special needs”.
Customers with hearing impairments are provided with access to document templates in the form of Polish sign language videos.
The deaf and hard of hearing can be served in all branches of the Bank thanks to an online connection with a “Migam” sign language interpreter. The Customer can connect to the translator on the Bank advisor’s tablet or on his/her phone – through a browser or by scanning the QR code on the branch door.
A sign language appointment at one of the Bank’s branches can be booked by phone, in the Booksy application or via the Bank’s website.
Customers can also use the services of a sign language interpreter on our Helpline and can order sign language videos with the content of our documents. To connect to a “Migam” interpreter on our Helpline, visit https://tlumacz.migam.org/bnpparibas.
To extend the availability of our banking services for the hearing impaired – we installed 50 induction loops in Bank branches in 2021. The installation of another 45 units is planned for the beginning of 2022.
Persons with eyesight disabilities can familiarise themselves with document templates in the form of audio recordings, enlarged printouts and Braille translations.
Each branch is equipped with a magnifying glass for the visually impaired and a frame that facilitates the signing of documents. We also provide access to ATMs adapted to the needs of the visually impaired. They are equipped with headphone sockets and a numeric keypad with Braille markings. At branches, transparent glass elements are covered with information and decorative patterns, which ensure high visibility.
We adapt the architectural design of our branches to the needs of people with reduced mobility. Our efforts have been acknowledged by the Integration Foundation, which issues the „Facility without barriers” certificate to institutions that respect the needs of people in wheelchairs, with mobility impairments, the blind, the visually impaired or deaf, the elderly and young children.
At the end of 2021, 77 branches of the Bank possessed the „Facility without barriers” certificate. In 2022, we will continue the process of certification by auditing the Bank’s branches and adjusting them to the requirements of the certificate.
Our Bank has successfully undergone the process of recertification, and we can use the OK SENIOR® mark of quality for the next two years. The certificate is awarded by OK SENIOR Polska sp. z o.o. in partnership with the National Institute of Silver Economy. The main areas of the audit include infrastructure, branch interior, customer service, queue management and the Bank’s internal quality standards.
The certificate attests that senior Customers (60+) are served with the following principles in mind:
To effectively implement our goals and make banking more accessible, we cooperate with many partner organisations
The Bank is a signatory of the “Partnership for Accessibility” programme developed by the Ministry of Investment and Economic Development, as part of the Accessibility Plus initiative. Our goal is to adapt our products and services to the needs of people with disabilities, as well as to the needs of the elderly and those at risk of exclusion.
The Bank is a long-term partner of the Integration Foundation. The Foundation supports us with regard to increasing the availability and user-friendliness of our services. As part of the cooperation, the Bank transforms, audits and certifies branches to ensure their accessibility for people with disabilities. Digital channels are adapted to the current standards. Furthermore, we promote accessibility and inclusiveness in business.
We are a partner of the Accessible ATM project, whose aim is to counteract social and digital exclusion by eliminating restrictions and increasing access to financial services. The Accessible ATM project includes a freely accessible online platform with a database of ATMs adapted to the needs of the disabled. The project is being implemented by the Polish Bank Association in cooperation with Polish banks and the “Widzialni” Foundation, with the support and under the patronage of the National Bank of Poland and the Ministry of Entrepreneurship and Technology.
As part of the cooperation, representatives of the Institute conduct mentoring workshops for the Bank’s employees on how to effectively support seniors. We have also received a certificate of quality – OK SENIOR® – for adapting the Bank’s branches to the needs of people over 60.
As part of the cooperation, the Migam company supports the Bank in increasing the availability and user-friendliness of services for people with hearing disabilities. Customers can take advantage of the services of a sign language interpreter, for example, when setting up an account.
The Deaf Respect Foundation supported the launch of sign language interpreting services at the Bank and carried out a service quality audit of the “Migam” technology.
