SBP has launched a nationwide digital payments survey to collect feedback from users on reliability, safety, accessibility, complaints, and service quality in Pakistan.
SBP Seeks Public Feedback on Digital Payments
The State Bank of Pakistan has launched a nationwide survey to assess how people across the country are using digital payment services. The survey, titled “User Experience of Digital Payment Services”, is designed to collect direct feedback from users about the quality, reliability, accessibility, and overall performance of digital payment platforms in Pakistan.
The move comes at a time when digital transactions have become part of daily life for millions of people. Mobile banking apps, digital wallets, payment cards, Raast, Inter Bank Funds Transfer services, and other online payment channels are now widely used for shopping, bill payments, money transfers, salaries, and small business transactions.
SBP said the feedback will help it understand what users experience when they make digital payments. This includes whether services are easy to use, whether transactions are completed on time, how complaints are handled, and whether customers feel safe while using these platforms.
Why the Survey Matters for Users
Pakistan’s digital financial sector has grown quickly during the past five years. Banks, fintech companies, wallets, merchants, and government-backed payment systems have all contributed to this change. However, faster adoption also creates new challenges for customers, especially when users face failed transactions, delayed refunds, app errors, poor complaint handling, or fraud concerns.
For ordinary users, the survey is important because it gives them a chance to share real problems directly with the central bank. Many people use digital payments daily but may still face issues such as transaction reversals, unclear charges, slow helplines, weak app interfaces, or confusion about security steps. Feedback from users can help regulators identify where improvements are needed.
The survey may also help highlight gaps between urban and rural users. In big cities, digital payments are often easier to access because users have better internet, more banking options, and wider merchant acceptance. In smaller towns and rural areas, people may still face limited awareness, weak connectivity, fewer financial access points, or lower trust in digital services.
Key Areas Covered in the SBP Survey
The survey focuses on several major areas linked to customer experience. These include usage patterns, ease of use, service quality, transaction reliability, complaint resolution, fraud concerns, and overall satisfaction with digital payment services.
Usage patterns will help SBP understand which services people rely on most. Some users may prefer mobile banking apps, while others may use digital wallets, cards, Raast, or IBFT. This information can show which platforms are becoming more common and which services need further public awareness.
Transaction reliability is another important area. A digital payment system can only gain public trust if users believe their money will reach the right person or business safely and on time. Failed transfers, delayed confirmations, and unclear refund timelines can reduce confidence, especially for small businesses and low-income users.
Complaint handling is also a key part of the survey. When a customer faces a problem, quick and fair complaint resolution becomes essential. SBP’s findings may help improve how banks, wallets, and payment service providers respond to customer complaints.
Digital Payments Are Becoming Part of Daily Life
Digital payments are no longer limited to large businesses or tech-savvy users. Many families now use mobile apps to send money, pay utility bills, recharge mobile balance, shop online, and receive payments. Small retailers, freelancers, students, office workers, and home-based businesses are also becoming more dependent on digital channels.
This shift can make financial services more convenient, but it also increases the need for stronger consumer protection. Users need simple apps, clear instructions, reliable systems, and secure transactions. They also need confidence that their complaints will be taken seriously if something goes wrong.
SBP’s survey reflects a customer-focused approach to digital finance. Instead of relying only on industry data or service provider reports, the central bank is asking users to describe their own experience. This can provide a clearer picture of what is working well and what still needs improvement.
Users Can Participate Until July 10
The survey will remain open until July 10, 2026. SBP has encouraged all users of digital payment services to participate and share their feedback. The central bank said the responses will support future initiatives aimed at building a safer, more convenient, more accessible, and more reliable digital payments ecosystem in Pakistan.
For Pakistan’s financial sector, the results could become useful for policy planning, service standards, customer protection measures, and digital inclusion efforts. For users, it is an opportunity to raise practical issues that affect their daily financial transactions.
As Pakistan continues moving toward a more digital economy, customer trust will remain one of the most important factors. A reliable digital payments system can reduce dependence on cash, improve convenience, support small businesses, and make financial services easier to access. SBP’s nationwide survey is therefore an important step toward understanding public needs and improving digital payment services for the future.
