SBP introduces nationwide digital payments experience survey

June 10, 2026 (MLN): The State Bank of Pakistan (SBP) has introdued a nationwide survey titled "User Experience of Digital Payment Services" to gather direct feedback from digital payment users across the country.

The survey seeks to capture insights on usage patterns, service quality, ease of use, transaction reliability, complaint handling, fraud concerns, and overall customer experience with digital payment channels including mobile banking apps, digital wallets, cards, Raast, and IBFT.

Developed in consultation with relevant stakeholders, the survey forms part of SBP's broader evidence-based approach to strengthening Pakistan's digital financial ecosystem. Its findings will help the central bank identify areas for improvement in the safety, convenience, accessibility, and reliability of digital payment services.

SBP noted that over the past five years, its policy, regulatory, and infrastructure development initiatives have supported rapid growth in digital payments.

With digital payments increasingly integrating into everyday activities, understanding customer experiences and expectations has become essential for keeping the ecosystem responsive to evolving public needs.

The survey is accessible at https://surveyctosbp.surveycto.com/collect/survey_digital_payment_services and will remain open until July 10, 2026.

SBP has encouraged all digital payment users to participate and share their feedback, stating that responses will support future initiatives aimed at building a more customer-centric and digitally empowered financial ecosystem in Pakistan.

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