Consumer satisfaction with payment services: Bank of Russia’s survey
The Bank of Russia invites individuals and businesses to assess their satisfaction with the tools available in the payment market.
Individuals are asked to answer questions about the convenience and ease of their preferred methods of paying for housing and utility services, food, and even electric scooter rentals, as well as penalty payments. Consumers should also specify the choices they make in these situations: a bank card, a mobile app, biometrics, a QR code, an e-wallet, etc.
Feedback from businesses will help identify preferences in the methods of accepting cashless payments, assess their satisfaction with the level of fees received for various tools, and analyse a number of other aspects.
Survey results will improve the understanding of user expectations, determine development areas, and will be taken into account when working together with market participants to enhance the quality of payment services.
The survey will be held from 16 February through 17 March 2026 with the support of industry associations. The results will be published in the summer of 2026.