The State Bank of Pakistan (SBP) has launched a nationwide survey to gather public feedback on digital payment services, aiming to better understand customer experiences and improve the country’s rapidly growing digital financial ecosystem.
The survey, titled “User Experience of Digital Payment Services”, seeks direct input from users across Pakistan regarding the quality, reliability, accessibility, and overall performance of digital payment platforms.
According to the central bank, Pakistan has witnessed significant growth in digital payments over the past five years, supported by a series of policy reforms, regulatory measures, and investments in digital payments infrastructure. These initiatives have contributed to the wider adoption of mobile banking applications, digital wallets, payment cards, Raast, and Inter Bank Funds Transfer services.
SBP said the increasing integration of digital payments into everyday transactions makes it essential to understand customer expectations and experiences. The survey will collect information on usage patterns, ease of use, transaction reliability, service quality, complaint resolution mechanisms, fraud concerns, and overall customer satisfaction.
The central bank noted that the survey was developed in consultation with relevant stakeholders and forms part of its broader evidence based approach to strengthening Pakistan’s digital financial ecosystem. The findings are expected to help identify areas where further improvements can be made to enhance the safety, convenience, accessibility, and reliability of digital payment services.
The survey will remain open until July 10, 2026, and SBP has encouraged all users of digital payment services to participate. The central bank said the feedback will support future initiatives aimed at creating a more customer focused and digitally empowered financial system in Pakistan.