Touchpoint Precision
We measure satisfaction at each interaction point — not just overall. You know exactly where the journey breaks.
Research Solutions
Customer Satisfaction Research in Poland
Measure satisfaction, diagnose friction, and identify what keeps customers coming back — or drives them away
Satisfaction as a Revenue Predictor
Customer satisfaction is not a vanity metric — it is a leading indicator of revenue. Satisfied customers renew, upsell, and refer. Dissatisfied customers churn, complain publicly, and cost 5–7x more to replace than to retain. Customer satisfaction research measures where you stand, diagnoses where you fail, and identifies the specific improvements that drive retention, loyalty, and lifetime value.
Beyond the Single Score
Beyond the single score. A single CSAT number (“78% satisfied”) tells you almost nothing. Real satisfaction intelligence requires: touchpoint-level measurement (which interactions drive satisfaction and which destroy it?), driver analysis (what matters most to your customers — price, speed, quality, or service attitude?), segment variation (which customer groups are satisfied and which are at risk?), and trend tracking (is satisfaction improving or declining over time?).
Multi-Channel Measurement
Multi-channel measurement. We deploy satisfaction surveys via CAWI (email/web surveys post-interaction), CATI (telephone follow-up for high-value customers), in-app surveys (real-time feedback at the moment of experience), and SMS (short, high-response-rate check-ins). For deeper diagnosis, we add IDI interviews with churned customers to understand defection drivers.
From Measurement to Improvement Roadmap
From measurement to action. Our deliverable is not a dashboard — it’s a prioritised improvement roadmap. We use statistical driver analysis (key driver analysis, regression modelling) to identify which factors have the highest impact on overall satisfaction. This answers the critical question: “If we can only fix three things, which three will move the needle most?”
Continuous VoC Programmes
Fieldstat’s CSAT practice. We design and execute customer satisfaction programmes for B2C and B2B companies across Poland. Our programmes range from one-time diagnostic studies to continuous Voice of Customer (VoC) platforms with automated reporting and alerting.
Market in Numbers
5–7x
cost of acquiring vs. retaining a customer
CSAT + CES
satisfaction + effort measurement
Multi-channel
CAWI, CATI, in-app, SMS
KDA
key driver analysis identifies what matters most
Sources: Harvard Business Review, Bain & Company, Fieldstat
Customer Satisfaction Measurement Methods
| Method | What It Measures | Best For | Response Rate |
|---|---|---|---|
CSAT (Customer Satisfaction Score) |
Overall satisfaction with interaction/product |
Transactional measurement |
High (simple scale) |
CES (Customer Effort Score) |
Ease of completing a task/interaction |
Service and support evaluation |
High (single question) |
NPS (Net Promoter Score) |
Likelihood to recommend |
Strategic loyalty tracking |
Medium |
In-depth interviews (churned) |
Why customers left |
Defection diagnosis |
Low (requires effort) |
Touchpoint analysis |
Satisfaction at each journey stage |
Journey optimisation |
Varies by channel |
Sample Research Questions
How do customers rate the overall quality of our services?
Which touchpoints in the customer journey need improvement?
What is the customer satisfaction level compared to competitors?
What most frequently causes customer dissatisfaction and churn?
How did customer satisfaction change after implementing new processes?
Why Fieldstat?
Key Driver Analysis
Statistical modelling reveals which factors drive satisfaction most. If you can only fix three things, we tell you which three.
Continuous VoC
We build ongoing Voice of Customer platforms with automated survey deployment, real-time dashboards, and alert systems.
B2C + B2B
We design satisfaction programmes for consumer brands, financial services, healthcare, B2B manufacturers, and service providers.
Benefits
- Touchpoint-level satisfaction diagnostics across the customer journey
- Key driver analysis reveals what matters most to your customers
- Multi-channel deployment: CAWI, CATI, in-app, SMS
- Segment-level analysis identifies at-risk customer groups
- Churn diagnostics through IDI interviews with lost customers
- Competitive satisfaction benchmarking
- Continuous VoC platforms with real-time reporting
- Prioritised improvement roadmap backed by statistical evidence
Applications
Customer experience (CX) programme design and measurement
Service quality monitoring and improvement
Product satisfaction and usage feedback
Churn prediction and retention strategy
Complaint handling effectiveness assessment
Employee satisfaction and internal service quality
Competitive satisfaction benchmarking
Implementation Process
1
Programme Design
We map the customer journey, identify key touchpoints, and design the measurement framework (CSAT, CES, NPS, custom KPIs).
2
Survey Deployment
We deploy surveys via the optimal channel(s): email, web, CATI, in-app, or SMS — triggered by relevant customer interactions.
3
Data Collection
We collect satisfaction data continuously or in waves, monitoring response rates and representativeness.
4
Driver Analysis
We apply key driver analysis to identify which factors most strongly influence overall satisfaction and loyalty.
5
Improvement Roadmap
You receive a prioritised improvement plan with impact estimates, segment-specific findings, and competitive context.
Frequently Asked Questions
How often should we measure satisfaction?
Transactional (post-interaction) — continuously. Relational (overall brand) — quarterly. One-time diagnostic — at the start of a CX transformation.
How much does customer satisfaction research cost?
One-time diagnostic studies from PLN 10,000. Continuous VoC programmes from PLN 5,000/month. Annual relational studies from PLN 20,000.
What’s the difference between CSAT, CES, and NPS?
CSAT measures satisfaction with a specific interaction. CES measures how easy the interaction was. NPS measures likelihood to recommend. We often deploy all three together.
Can you benchmark our satisfaction against competitors?
Yes — via parallel surveys among competitor customers, or using published industry benchmarks.
What is the best way to measure customer satisfaction?
A multi-metric approach: CSAT for transaction-level satisfaction, NPS for loyalty/advocacy, CES for service effort, plus open-ended feedback for actionable improvement drivers.
How often should satisfaction be measured?
Transaction-triggered surveys run continuously. Relationship surveys are conducted quarterly or semi-annually. Annual deep-dives provide strategic context.
What response rates can I expect?
Email/online surveys: 10–25%. SMS-triggered: 15–30%. Telephone (CATI): 30–50%. Response rates depend on customer relationship strength and survey length.
Industry Sources & Standards
External sources and industry organizations related to this research method:
Related Sectors
This solution is most frequently applied in the following industries: