Quality Watch

What Quality Watch does

Quality Watch Sp. z o. o. is a privately-held Polish market research agency headquartered in Warsaw, founded circa 2015, that provides four integrated service lines: Market Research (U&A studies, brand awareness, concept testing, NPS/CES/CSI satisfaction measurement), Mystery Shopping (incognito service-quality audits, telephone surveys, and competitor benchmarking), Customer Experience research (customer journey mapping, touchpoint analysis, process chronometry), and Social/Public Research (public opinion, program evaluation, community needs assessment) for institutions and local governments. The firm delivers bespoke projects — no proprietary software platform or productized SaaS is disclosed — relying instead on human mystery shoppers, field interviewers, and analyst-led interpretation. Underlying technology is essentially methodological: structured questionnaire design, multi-channel data collection (field, telephone, online), and qualitative analysis. Quality Watch serves enterprise and public-sector clients across at least eight verticals, including banking (one engagement covered 200+ locations and yielded a 23% NPS increase), drugstores, automotive dealer networks, energy operators, pharmacy chains, logistics, apparel, and FMCG/retail. The company is founder/management-owned with a 50,000 PLN share capital, has no disclosed institutional investors or funding rounds, and maintains industry memberships in ESOMAR (since 2025) and MSPA to signal adherence to international research standards.

Name

Quality Watch

Legal name

Quality Watch Sp. z o. o.

Website

https://qualitywatch.pl

Company type

Private

Founded year

2015

Operating status

Operating

Headcount range

11–50 employees

Short description

Quality Watch is a Warsaw-based Polish market research agency that provides mystery shopping, customer experience research, market research, and social research services to enterprise clients and public-sector institutions across multiple industries.

Ownership category

akta.pro rank

Product category

Market Research Services

NAICS

Marketing Research and Public Opinion Polling (54191), Marketing Research and Public Opinion Polling (541910)

SIC

Services-Advertising (7310)

akta.pro primary industry

B2B / Industrial Market Research (MPAAALAA)

akta.pro secondary industry

Brand & Advertising Research (Brand Health, Copy Testing, Campaign Effectiveness) (MPAAALAG)

Keywords

• Market research services
• Mystery shopping audits
• Customer experience research
• Customer journey mapping
• Social public opinion research

Headquarters

HQ city

Warszawa

HQ country

Poland

HQ region

Europe

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Marketing or Sales, Technology or R&D, Infrastructure

Revenue model

1. Custom Research Projects: Quality Watch generates revenue through bespoke research and consultancy projects for B2B clients. Projects include Mystery Shopping audits, Customer Experience studies, Market Research, and Social Research. Pricing is quote-based and tailored to each client's scope, number of locations, and complexity.

Go-to-market motion1 record

Distribution channels1 record

Marketing channels4 records

Core offering

Quality Watch is a Polish market research agency that delivers custom B2B research and consulting projects spanning four service lines: market research (U&A studies, satisfaction and loyalty tracking such as NPS/CES/CSI, brand awareness, concept testing), mystery shopping (in-person and telephone service audits, product/promotion availability checks, competitor benchmarking), customer experience research (customer journey mapping, touchpoint and process chronometry analysis, CES), and social/public research (public opinion surveys, program evaluations, local community needs studies). Each project is bespoke, quote-based, and tailored in scope, sample design, and number of locations to the client's needs, with standard timelines of 2 to 8 weeks.

Product overview

Quality Watch is a research agency offering four integrated service lines: Market Research (market behavior analysis, U&A, NPS, CSI), Mystery Shopping (service quality audits, telephone surveys, competitor benchmarking), Customer Experience/CX (customer journey mapping, touchpoint analysis, CES), and Social Research (public opinion, program evaluations, community needs). The company also publishes industry reports and maintains ESOMAR membership for global research standards.

Differentiator

Problem solved

Functional benefit

Products and services

• Market Research (Badania Rynku) Custom market research service for B2B clients that uncovers true customer motivations, needs, and habits through opinion surveys (U&A), satisfaction and loyalty measurements (NPS, CES, CSI), brand awareness and image research, and new product concept and campaign testing. Designed for companies that want to understand why customers choose their brand versus competitors, react faster to market changes, test new ideas, and make better-informed business decisions.
• Mystery Shopping (Tajemniczy Klient) Field audits and observations conducted by mystery shoppers who evaluate customer service quality from the customer's perspective, detecting gaps, inconsistencies, and points of frustration in real customer experiences. Covers in-person service quality audits, telephone service quality audits, product/promotion availability checks, and competitor benchmarking. The company maintains a public recruitment channel for new mystery shoppers.
• Customer Experience / CX (Doświadczenia Klienta) CX research projects that map how contact with a company actually looks at every stage and channel, identifying pain points and improvement opportunities to increase loyalty, engagement, and efficiency. Specific deliverables include customer journey mapping (CJM), touchpoint analysis, process chronometry, and Customer Effort Score (CES) measurement.
• Social Research (Badania Społeczne) Social and public research service for institutions, local governments, social organizations, and companies that need reliable data on citizens' opinions, effectiveness of public actions, and quality of life in local communities. Includes public opinion and social attitude surveys, evaluations of social and educational programs, and local community needs research, used as a basis for planning policies, projects, and change initiatives.

Quantifiable outcome

• 23% NPS increase in banking network optimization project
• +1 more outcomes

Named customers5 records

Segments3 records

Ideal customer profiles3 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Partnerships

Three partnerships are on record, tiered core and minor.

• ESOMARcoreStrategic or Co-development Partner · 1 January 2025Since 2025, Quality Watch has been a member of ESOMAR - an international organization that has been setting standards in market research, opinion, and data analysis for over 75 years. Membership provides access to current knowledge, reports, expert studies, and exchange of experiences with market research practitioners worldwide.
• MSPA (Mystery Shopping Professionals Association)coreStrategic or Co-development PartnerQuality Watch is a member of MSPA, indicating adherence to professional mystery shopping standards and access to industry best practices.
• Klientomania PodcastminorGTM or Marketing PartnerQuality Watch participates in the Klientomania podcast where Piotr Szawiec discusses research findings on consumer behavior, e-commerce honesty, and customer experience topics. Episode 153 featured their 'Consumer Honesty in Online Shopping' study.

Scale indicators5 records

Recent moves5 records

Expansion highlights4 records

Market position

Strengths4 records

Competitive moat3 records

Key risks6 records

Key highlights6 records

Customer concentration

• Facebookfacebook.com/QualityWatch
• LinkedInlinkedin.com/company/quality-watch

Revenue estimate

Valuation estimate

Number of profiles

Profiles1 record

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Quality Watch