Report reveals Polish companies often react to complaints only after public social media outcry

A new report titled ‘The Future of Customer Experience in Poland’, prepared by OEX Group in collaboration with the Marketing Analysis Center of the Leon Koźmiński Academy, reveals significant gaps in how companies handle customer service.

According to the findings, 66% of respondents believe that companies are more likely to react to a problem only after a customer describes it publicly on the internet. Furthermore, 56% of customers feel that businesses prioritize quickly ending a contact over actually resolving the underlying issue.

The consequences of poor service extend beyond individual interactions. Among customers who had a particularly bad experience in the last year, 26% published negative online reviews, and 28% warned family, friends, or colleagues. Experts from Cursor suggest that companies can mitigate these reputational risks by conducting regular audits of the entire customer journey to identify weaknesses before they escalate into public complaints.