+48 22 584 85 00 office@arc.com.pl

Customer satisfaction monitor of retail banks’ clients

Customer satisfaction monitor of retail banks’ clients

Competition between banks in the Polish market is very significant. Banks are making every effort to satisfy their current clients and attract new ones. Customer satisfaction is influenced by many factors: bank’s product offering, service quality, quality of communication, and many other. Our report clearly shows how the particular banks are rated by their clients across different areas of operations. These ratings allow us to build the “Bank appreciated by the clients” ranking, where the particular institutions are awarded the title. 

Range of topics

  • Customer satisfaction
  • Loyalty towards banks
  • Product offering
  • Touch points (website, internet banking, mobile banking, branch)
  • Evaluation of fees and commissions
  • Net promoter score index
  • Reputation
  • Marketing communication

Report availability

Report is published in December.

Methodology and sample

The study covers a dozen of largest banks. It is conducted using a mix of qualitative methods (CAWI and TAPI). Number of respondents: 250 clients of each bank, approx. 3500 people in total.

Contact to researcher

Grzegorz Sygnowski

Phone: 22 584 85 36


ARC Rynek i Opinia in numbers

Almost 30 years

350 000 individuals
surveyed annually

65 000 registered
online panel participants (ePanel.pl)