We close 2024 with a financial result of PLN 6.4 billion and the overarching strategic objectives set out in the Strategy to date realised: rebuilt profitability as measured by ROE, improved cost discipline in relation to revenue by lowering the C/I ratio, increased number of mobile banking customers and progress in the digital transformation process as measured by the digitalisation ratio. The number of active mobile banking users increased systematically. At the end of 2024, it reached 3,4 million, 9% higher than a year ago and 24% higher than two years ago. Meanwhile, the digitisation of services resulted in an increase in the total digitalisation ratio from ~50% at the start of the Strategy to 97% in 2024.
new functionalities of PeoPay and P24 applications:
- Skarbonka account, which supports saving for a selected purpose,
- presentation of customer insurance: PZU travel insurance, property insurance for Mortgage Loan (PZU), life insurance for Mortgage Loan (PZU), Credit Card with Żubr,
- new discount programme “Okazje z Żubrem” with attractive promotions and discounts,
- Miles & More programme
PeoPay and P24 process improvements:
- addition of geolocation in the parking payment service,
- public transport tickets available before logging in,
- improvements in payments and transfers: BLIK transfer request in PeoPay, possibility to send transfer confirmation directly to the e-mail indicated by the customer, “Make another transfer” function, display of transfer cost information,
- new and more functional chat and the presentation of customer advisor data.
development of functionalities for companies in PeoPay and P24:
- making credit products available to the business customer,
- making it easier to open a business with an account from within PeoPay,
- bank statements in JPK format, for business customers.
options to increase security:
- PeoPay activation security – additional threat information content,
- two-factor logging into the Pekao24 service using the PeoPay app,
- the ability for clients to block the conclusion of credit agreements on the Pekao24 service and the PeoPay app and when entering into a relationship with the bank when opening an account,
- ‘Panic Button’ – one place to block channels and cards in a stressful situation,
- handling of PESEL number disclaimers in processes.
PeoPay Kids application development and Parent Panel:
- new seasons of educational games in the PeoPay KIDS app,
- expansion of the MC Debit FX card images available for teens 13+ to include the passion categories sports and music,
- expansion of the Parent Panel functions in terms of consents and declarations, changes to transaction limits, blocking access channels, changing card limits and managing access to teenager 13+ accounts.
Personalisation and ergonomics of PeoPay and Pekao24:
- Background personalisation options in PeoPay for sports-related passions and music personalisation and for private banking customers.
At the end of 2024, we achieved the aspiration assumed in the strategy regarding the number of active mobile customers in relation to the number of current accounts.
We increased sales of cash loans in remote channels by +27% y/y and the share of loans sold in electronic channels in 2024 was 85% compared to 83% in the previous year. The increase in customer activity in digital channels was also reflected in the results of the satisfaction measurement. PeoPay is one of the best-rated financial applications available in Google Play and AppStore. Bank Pekao is constantly developing a CRM system that, supported by a real-time data processing platform, advanced analytics and cloud solutions, provides customers with the most relevant offers and messages.
In 2024, we improved PekaoBiznes24. We provided clients with automatic downloads of JPKWB files, the ability to download electronic confirmations of balances at the end of the year, implemented information on a block due to the seizure of an account at the request of an enforcement body, presentation of the status of a foreign transfer in the SWIFT GPI format and expanded the functionality of currency transfers with online booking on weekends. We carried out a technological modernization of the system and implemented new security functionalities. In the second half of the year, we initiated the series of training courses in the form of webinars for our corporate clients on the security of navigating the network, which was very positively received by the participants. The number of corporate clients using direct integration of their F-K systems with the bank via the PekaoConnect service increased significantly.
The Bank continued the development of its offer and support for corporate clients by developing advanced digital tools. We are developing a modern currency exchange platform in Pekao24, PeoPay, PekaoBiznes24 and PeoBIZ, which provides customers with convenience and speed in making currency exchange transactions. The platform is intuitive and easy to use with a modern interface, design and customization capabilities.
In 2024, we simplified and shortened the transactional banking product documentation for corporate and enterprise customers and ensured a consistent and readable documentation layout, which translates into increased customer satisfaction and a shorter customer service process.
In response to the expectations of our customers, we have introduced cashless settlements in the following currencies: Mexican Peso (MXN) and Israeli New Shekel (ILS). The service is a full settlement service in the ILS and MXN currencies, which means the possibility of opening accounts in these currencies, ordering foreign transfers, intra-bank currency transfers and currency conversions from the PekaoBiznes24 system and other electronic banking systems. As one of the few banks in Poland, we also accept payments in both currencies in express mode. We therefore offer businesses the widest range of supported currencies and the best cut-off times on the market.
Moreover, we have expanded our presence in the local market. We have provided companies with new operational tools, e.g. the ability for companies and corporate clients to make cash deposits at post offices.