During the Customer Experience Inspiration and Practice Forum, organized by the Center for Marketing Analytics at Kozminski University on June 10, the companies rated highest by customers for their care for customer needs and the quality of the experiences they provide were announced. The distinctions are particularly significant because they were not awarded by a panel of experts or an industry jury – they are a direct recognition from consumers who use the services of the evaluated brands.
The awards were based on a study conducted by OpinionWay under the supervision of the Center for Marketing Analytics at Kozminski University. The study involved 1,871 respondents, who gave a total of 21,310 ratings to 64 brands representing six service market categories: courier delivery, banking, insurance, energy, telecommunications, and private healthcare.
The study showed that for 87% of respondents, it is important that a company cares about its customers and takes their opinions into account. The highest scores in this area were awarded to brands which, in consumers’ view, not only communicate a customer-centric promise effectively, but also translate it into everyday experiences, service quality, and efficient processes.
Ten companies recognized by customers
The group of top-rated organizations included, in alphabetical order:
Allianz, Bank Millennium, DPD, ERGO Hestia, ING Bank Śląski, InPost, mBank, Orlen Paczka, PKO Bank Polski, and Warta.
The three highest-rated organizations – InPost, Orlen Paczka, and Bank Millennium – received the title of Customer Experience Leader in Poland 2026. In the study, 76% of InPost customers, 60% of Orlen Paczka customers, and 58% of Bank Millennium customers agreed with the statement that the company cares about its customers and takes their opinions into account.
This is an award rooted in the experiences of customers themselves. We do not assess company declarations, image campaigns, or competition entries prepared in advance. We ask consumers whether, in real interactions, they feel that an organization cares about them and values their opinion,” emphasizes Arkadiusz Wódkowski from the Center for Marketing Analytics at Kozminski University, who hosted the Forum.
A forum combining science, research, and business practice
The Customer Experience Inspiration and Practice Forum brought together business representatives, experts, lecturers, and graduates of the postgraduate program “Customer Experience Management.” The program included presentations on CX trends, the neurobiology of language, accessibility, customer experiences in public institutions, the implementation of Customer Journey Maps, visual communication, and the practical use of research findings in organizations.
The event was also an opportunity to show that Customer Experience is no longer an add-on to an offer, but is becoming one of the key dimensions of competitive advantage in services. Customers increasingly assess brands not only through the lens of price or product quality, but also through the consistency, predictability, and quality of relationships at every touchpoint.
Customer Experience is no longer an add-on to an offer, but is becoming one of the key dimensions of competitive advantage in services. Customers increasingly assess brands not only through the lens of price or product quality, but also through the consistency, predictability, and quality of relationships at every touchpoint,” says Prof. Jolanta Tkaczyk from the Center for Marketing Analytics at Kozminski University.
