Polish banking sector sees rising demand for mobile apps and improved branch service

Recent studies highlight shifting consumer expectations within the Polish banking sector, particularly regarding digital services and in-branch customer support. A survey of young customers aged 18–26 focused on mobile app functionality and credit card availability. In-branch service quality improved year-over-year, with an average score of 76.3%. BNP Paribas Bank Polska led the in-branch service category with a score of 87.7%, followed by Bank Millennium and Credit Agricole. Conversely, Nest Bank, Bank Pocztowy, and VeloBank failed to meet expectations, partly due to the lack of credit card offerings.

Separately, research from Santander Consumer Bank indicates that 75% of Poles consider mobile banking essential, with 66% using apps daily or several times a week. Customers are increasingly demanding digital experiences comparable to major technology platforms, seeking features like automated reminders and intelligent expense categorization. Approximately 81% of respondents believe banking apps facilitate better financial management and save time, while 54% utilize non-financial services within these applications.