Streaming Services. Rapid Growth of Subscribers in Poland

Photo: Gerd Altmann/cc0/Pixabay.com

The survey of Polish consumers reveals that 66% of respondents pay for subscriptions to video streaming platforms. This 20% increase indicates a growing market, with further development expected as three major global streaming platforms plan to launch in Poland in 2022. For comparison, 76% of respondents in the UK already have subscriptions.

According to the *Digital Consumer Trends 2021* report by Deloitte:

• The highest growth in paid streaming users occurred in the 55-65 age group, up 39% in a year.
• The 25-34 age group saw the second-largest growth, at 26%.

- Considering the maturity of the Polish market for paid video content and the still limited number of key global players, we can expect significant changes in the coming years, says Sławomir Lubak, partner and leader of the telecommunications, media, and technology sector at Deloitte. - One of the biggest challenges for service providers will be ensuring excellent customer experience and leveraging innovative technological solutions in this context.

One in Ten Users Cancels Subscriptions

Deloitte`s research on the highly competitive U.S. market highlights the importance of retaining customers and understanding trends in subscription cancellations. Over the past two years, the churn rate in the U.S. was over three times higher than in Poland (37% vs. 11%).

Poles also take longer to cancel their subscriptions:

• 45% cancel two to three months after first considering the option.
• In the U.S., 43% cancel on the same day they decide.
• In the UK, this figure is 23%.

Experts at Deloitte point out that the ease of cancellation has become a significant factor in speeding up this process. A single click in an app eliminates the opportunity for call centers to persuade hesitant customers to stay. In Poland, the longer decision-making process allows companies to emphasize the value of their services by effectively communicating their full offerings rather than relying solely on flagship productions.


The survey also reveals that most users who cancel video streaming subscriptions express an intention to return. Therefore, maintaining communication with former subscribers through legal and technical means is crucial.

- It`s essential to note that customer consent for data processing is required for marketing communication, even after the termination or expiration of a contract, says Karolina Smolarek, Senior Associate at Deloitte Legal, Deloitte. - This means that personal data of former customers can only be processed for marketing purposes if explicit consent is obtained.

The second part of the *Digital Consumer Trends 2021* report is available at:
https://www2.deloitte.com/pl/pl/pages/technology-media-and-telecommunications/articles/Digital-Consumer-Trends-2021-part-2.html