Banking: Reputation Benchmark in Poland (2025)

A Clearer Perspective on How Banks Are Perceived

The 2025 Banking Reputation Benchmark provides a data-driven view of how Poland’s leading financial institutions are evaluated by their customers. Based on over 111,000 publicly available reviews and comments from Google Maps, the report applies advanced sentiment analysis models to extract structured insight from unstructured feedback. This is not a satisfaction survey- it is an in-depth analysis of the actual customer voice, revealing what individuals appreciate, where pain points lie, and what truly shapes reputation in banking today.

The Insights Behind Reputation

This year’s edition identifies and categorizes the key themes that dominate the public dialogue—ranging from the quality of in-branch service and queue times to ATM accessibility and the usability of digital channels. However, the report goes beyond frequency—it evaluates tone.

One observation is particularly clear: customer interaction is the most discussed and emotionally charged theme. Over 50% of all comments refer to the quality of service provided by staff, with the second most frequently mentioned topic—”case resolved during first contact”—accounting for just 10%. The disparity speaks volumes. This benchmark interprets what that means for the future of banking experience.

Unpacking What Sets Market Leaders Apart

This report does more than showcase rankings—it highlights what differentiates the top performers. While BNP Paribas leads in average ratings, PKO BP and Santander demonstrate consistent excellence across high-impact service dimensions such as customer care, responsiveness, and operational effectiveness.

The benchmark includes:

• Quantitative rankings: review volumes, branch engagement metrics, and overall sentiment scores.
• Sentiment matrices: detailed breakdowns of emotional tone across customer-expressed themes.
• Regional and brand-specific comparisons.
• Cross-market insights into recurring friction points and service excellence.

In short: this is a guide to online reputation—and a tool for strengthening it.

Designed for Decision-Makers

This is not a vanity report. It is a strategic resource built for leaders who shape customer experience, brand reputation, and operational priorities. The findings not only describe the current state of the market—they signal where focus and investment should go next.

Whether your institution is leading, lagging, or looking to reposition, this benchmark delivers actionable clarity. It enables you to assess your market standing, understand your customers’ expectations more deeply, and prioritize the factors that influence trust, loyalty, and differentiation in today’s competitive banking landscape.

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