The State Bank of Pakistan (SBP) has launched a nationwide survey to collect public feedback on digital payment services as part of efforts to strengthen Pakistan’s growing digital financial ecosystem.
Titled “User Experience of Digital Payment Services,” the survey aims to assess customer experiences with various digital payment platforms and identify areas where services can be improved.
According to SBP, digital payments in Pakistan have expanded rapidly over the past five years, driven by regulatory reforms, technological advancements, and increased adoption of digital financial services.
Focus on Customer Experience
The survey seeks feedback from users of:
- Mobile banking applications
- Digital wallets
- Payment cards
- Raast
- Inter-Bank Funds Transfer (IBFT) services
Participants will be asked about several aspects of their digital payment experience, including:
- Ease of use
- Transaction reliability
- Service quality
- Accessibility
- Complaint handling and dispute resolution
- Security and fraud concerns
- Overall customer satisfaction
SBP stated that as digital payments become increasingly integrated into daily financial transactions, understanding consumer expectations is critical for building a more efficient and user-friendly payment ecosystem.
The central bank noted that the survey was developed in consultation with industry stakeholders and forms part of its evidence-based policy approach to improving digital financial services.
The findings will help policymakers and financial institutions identify gaps and introduce measures to enhance the safety, convenience, accessibility, and reliability of digital payment platforms across the country.
The survey will remain open until July 10, 2026, and SBP has encouraged all users of digital payment services to participate and share their experiences.
Officials said the feedback will play an important role in shaping future initiatives aimed at creating a more inclusive, customer-centric, and digitally empowered financial system in Pakistan.
