NPS Study for PayU
Client
PayU
Methodology
NPS / CAWI
Sample Size
1 500 clients
Year
2023
About the Project
A Net Promoter Score programme for PayU Poland surveying 1,500 active merchant clients. The assessment covered platform uptime, support responsiveness, fee transparency, and panel functionality — delivering a prioritised action roadmap.
Challenges
- Surveying 1,500 merchants across vastly different industries and business models
- Going beyond headline NPS to uncover satisfaction drivers at every touchpoint
- Benchmarking against competing payment processors on the Polish market
Results
PayU received a 360-degree merchant satisfaction view plus a concrete optimisation roadmap, leading to tangible UX improvements in the merchant portal and onboarding journey.
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