Retail and Services CX Benchmark Poland 2026

Why should you explore this benchmark?

Because today, competition is not just about price or product.

It’s about customer experience.

And small issues - like long queues, poor service or product availability - can quickly damage your reputation across hundreds of locations.

This benchmark shows you:

• What customers truly value and what drives frustration
• How performance differs between industries like retail, banking, and healthcare
• Which CX topics matter most - and how they impact satisfaction and loyalty

It’s not just about scores. It’s about understanding what customers are really saying - and why it matters for your business.

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What sections are included in the benchmark?

Rankings

See how leading brands perform across key customer experience topics.

Comparisons

Compare brands side by side (2024 and 2025 data) and quickly spot strengths and weaknesses.

Industry insights

Understand differences between retail and service sectors.

Topic-level insights

See how specific issues - like waiting time or staff behaviour impact overall satisfaction.

Each section helps you move from guesswork to data-driven decisions.

Who is this benchmark for?

For companies that want to understand customers and improve results.

• Operations leaders (COO, Ops, Regional): Know exactly what to fix first, without reading thousands of reviews
• CX managers: Use real customer data to prove impact and drive decisions‍
• Marketing & strategy teams: Understand how customers see your brand vs competitors‍
• Teams that want action, not just data: Turn customer feedback into clear, practical next steps.

How was the benchmark created?

The benchmark is based on a clear and transparent methodology:

• Data source: Public Google Maps reviews - real, unbiased customer feedback
• Scale: 4+ million reviews across 200+ brands
• Time frame: January 2024 - December 2025
• Filtering: Only meaningful reviews were included (no low-value comments)

AI-powered analysis

Each review was analysed using CustomerHero technology:

• automatic topic detection (e.g. queues, service, pricing)
• sentiment analysis (positive vs negative)
• scoring based on customer emotions

This allows us to measure not just what customers say - but how strongly they feel about it.

See the benchmark

What can you learn from this benchmark?

You will discover insights like:

• Which topics dominate customer conversations across industries
• Where the biggest frustrations are (queues, service, availability)
• How different industries compare in customer experience
• Which brands lead - and why

What customer experience topics are covered?

This benchmark analyses over 40 CX areas.

Here's some of them:

• Customer Service - friendliness, helpfulness, professionalism
• Queues & Waiting Time - speed, staffing, efficiency
• Product Availability - stock levels, missing items
• Store / Location Experience - cleanliness, organisation
• Pricing & Value - perception of price vs quality
• Processes & Policies - returns, rules, clarity
• Convenience - accessibility, ease of use

Each topic is measured using sentiment analysis, so you see not just volume - but impact.

Frequently Asked Questions (FAQ)

What makes this benchmark different from traditional reports?

It is based on real customer reviews, not surveys. Over 4 million opinions analysed with AI - no bias, no small samples.

How many industries are included?

Over 20 industries in retail and services, including sectors like banking, healthcare and insurance.

Can I compare my brand to competitors?

Yes, the benchmark allows you to see how brands perform side by side over a 2 year time period.

Is the benchmark free?

Yes, you can access it online completely for free.