SBP launches nationwide survey on digital payment services

The State Bank of Pakistan on Wednesday launched a nationwide survey to assess users’ experiences with digital payment services and identify areas requiring improvement.

The survey, titled “User Experience of Digital Payment Services”, will remain open until July 10, 2026.

SBP said it would collect direct feedback from users across Pakistan on payment habits, service quality, accessibility, ease of use and transaction reliability.

Participants will also be asked about complaint-handling mechanisms, fraud-related concerns and their overall experience of using digital payment platforms.

The central bank said understanding customer expectations had become increasingly important as digital payments were integrated into everyday financial activities.

Feedback received through the survey will be used to support initiatives aimed at improving the safety, convenience, accessibility and reliability of digital payment services.

SBP developed the survey in consultation with relevant stakeholders as part of its evidence-based approach to strengthening Pakistan’s digital financial ecosystem.

The central bank encouraged users of digital payment services to participate and share feedback to help shape a more customer-focused financial system.