The State Bank of Pakistan (SBP) has launched a nationwide survey to collect public feedback on digital payment services, as part of efforts to improve the country’s growing digital financial infrastructure.
Titled “User Experience of Digital Payment Services,” the survey aims to assess how users across Pakistan perceive the performance, reliability, accessibility, and overall quality of digital financial platforms.
According to the central bank, Pakistan has seen strong expansion in digital payments over the past five years, driven by regulatory reforms, policy support, and investment in payment infrastructure. This growth has led to wider adoption of mobile banking apps, digital wallets, payment cards, Raast, and Inter Bank Funds Transfer systems.
The SBP said that as digital transactions become increasingly common in daily life, understanding user experience has become essential for improving service delivery. The survey gathers feedback on transaction speed and reliability, ease of use, service quality, complaint handling systems, fraud-related concerns, and overall customer satisfaction.
Officials added that the initiative was designed in consultation with relevant stakeholders and is part of SBP’s broader data-driven approach to strengthening Pakistan’s digital payments ecosystem. The findings will help identify gaps and guide future improvements aimed at enhancing security, convenience, and financial inclusion.
The survey will remain open until July 10, 2026, and SBP has urged all users of digital payment services to participate and share their experiences to support the development of a more efficient and user-friendly digital financial system.
