Poland: consumer survey

Operators in Poland are finding it increasingly difficult to satisfy customers. The high share of long-tenured mobile customers, combined with weakening fixed customer loyalty, increases the importance of retaining customers and growing their spend.

This report provides key findings from consumer survey data from Poland and gives an analysis at the operator level. It covers fixed broadband, mobile and pay-TV services. 

The survey was conducted in association with Dynata in 3Q 2026. The survey group was chosen to be representative of the mobile-internet-using population in Poland. We set quotas on age, gender and geographical spread to that effect. There were at least 1016 respondents.

Questions answered in this report

• What are the most significant factors that affect Net Promoter Scores (NPSs) for fixed broadband and mobile operators in Poland? Which operators score highly and why?
• What are the most significant drivers of fixed broadband and mobile churn in Poland and how can operators approach customer retention?
• What are the mobile and fixed broadband data usage patterns among respondents in Poland?
• What are the most popular pay-TV and video streaming services in Poland? Which services lead to high satisfaction scores and why?