Overview
- The State Bank of Pakistan opened the “User Experience of Digital Payment Services” survey in June 2026 and will keep it live until July 10, 2026 to gather feedback from users of mobile apps, wallets, cards, Raast and interbank transfers.
- The survey asks users about usage patterns, transaction reliability, fees, complaint handling, fraud concerns, ease of use and overall satisfaction so regulators can see problems from the customer perspective.
- SBP developed the survey with banks, branchless banking providers and other stakeholders as part of an evidence-based approach to target fixes in policy, fees, network resilience and consumer protection.
- The effort follows rapid digital growth: digital channels made up 92% of retail transactions in Oct–Dec 2025 with mobile apps and Raast leading volume gains, but many small traders still rely on cash because of costs, poor networks and low digital literacy.
- SBP says broad public participation will help shape concrete steps—such as clearer complaint routes, stronger fraud controls and tailored digital literacy programs—that could make daily payments more reliable and affordable for ordinary users.