Digital Payment and Wallet CSAT Survey
Understand how wallet users evaluate payment speed, compare security reassurance, and choose funding methods across everyday transactions, so you can strengthen acquisition, improve retention, and optimise channel strategy through clearer experience priorities.
CONTEXT & RELEVANCE
Why run this survey now
Most wallet providers don't lose active users purely on pricing. They underperform due to failed payments, unclear reversals, weak fraud reassurance, inconsistent rewards, and support delays, none of which fully show up in app ratings or transaction logs.
If you are...
- Digital payments product leader
- Customer experience programme owner
- Wallet growth strategy team
- Payments operations leadership
RESEARCH THEMES
What This Survey Investigates
Eight interconnected research themes that map the complete digital wallet journey from discovery to sustained everyday usage.
Adoption & Choice
- Initial wallet consideration set
- Primary provider choice factors
Onboarding & Setup
- Registration and verification effort
- Bank linking confidence
Payment Performance
- Transaction speed and reliability
- Merchant acceptance consistency
Trust & Security
- Fraud protection reassurance
- Privacy and permission confidence
Rewards & Value
- Cashback and benefit relevance
- Fee and value perceptions
Failure & Recovery
- Failed payment consequences
- Refund and reversal confidence
Support & Resolution
- Support channel accessibility
- Issue resolution quality
Loyalty & Advocacy
- Primary wallet commitment
- Switching and recommendation intent
SAMPLING STRATEGY
Tell us about your ideal sample
Help us understand your target respondent profile. Select what applies, we'll design the optimal sample plan based on your inputs.
METHODOLOGY
Survey approach
For Digital Payment and Wallet CSAT Survey, we recommend an online-first quantitative approach with flexible data-collection modes to balance reach, depth, and verification across active, new, and lapsed wallet users.
EXECUTION PROCESS
How we execute
A proven 9-step process from scoping to delivery, designed to ensure quality, speed, and actionable insights.
Define the decision frame
Confirm objectives, target cohorts, geographies, and reporting cuts
Define the decision frame
Design the instrument
Build workstream modules mapped to outputs (drivers, friction, pricing, retention, trust)
Design the instrument
Lock the questionnaire
Review wording, sequencing, LOI, and competitive context; approve final version
Lock the questionnaire
Pilot and calibrate
Test comprehension and ease quality; refine quotas and remove friction where needed
Pilot and calibrate
Run fieldwork
Execute collection with active quota management and feasibility controls
Run fieldwork
Assure quality
Dedupe, attention checks, speed/consistency rules, removals with audit trail
Assure quality
Prepare the dataset
Clean data and deliver codebook/variable definitions
Prepare the dataset
Analyse and synthesise
Driver ranking, leakage diagnostics, pricing bands, segment insights
Analyse and synthesise
Deliver and align
Executive deck (optional dashboard) and leadership readout with recommendations
Deliver and align
COMMERCIAL TERMS
Request a Commercial Proposal
Pricing depends on cohort, geography, sample size, approach, LOI, and deliverables. Configure below for an indicative estimate.
Select Sample Size
Geography
Select Mode of Survey
Length of the Interview
$0.00
+ applicable taxes
Cost Breakdown
Note: Estimate is indicative only. Final pricing is subject to scope finalization after discovery call.
REFERENCE CASELETS
Reference
Real-world examples of survey work in the digital payments and wallet space.
Merchant QR Acceptance Positioning Study Across Urban India
OBJECTIVE
WHAT WE DID
DELIVERED
Merchant QR Acceptance Positioning Study Across Urban India
Wallet Subscription Pricing Exploration for Frequent Digital Users
Merchant QR Acceptance Positioning Study Across Urban India
OBJECTIVE
A pan-India payments brand needed to understand how micro-merchants , small retailers , and service businesses selected among competing QR acceptance options, focusing on setup effort, settlement confidence, visibility, and perceived commercial value.
WHAT WE DID
We ran a structured survey with 620 merchants across six cities, capturing current provider use, switching consideration, settlement speed , service reliability , onboarding effort, fee understanding, and reactions to differentiated acceptance propositions.
DELIVERED
The study produced a merchant preference map , positioning territories , provider consideration hierarchy, friction list, and channel levers, showing how requirements differed by business size, transaction intensity, settlement dependency, and existing bank relationship.
FREQUENTLY ASKED QUESTIONS
Common Questions
Answers to frequently asked questions about this survey mandate.
What decisions will this survey enable?
Who is the buyer vs who are the respondents?
Can we see differences between daily users, occasional users and lapsed users?
How will you measure wallet preference beyond simple ratings?
Will the survey map the full digital wallet journey and drop-offs?
Can this survey inform product and pricing strategy?
How will findings improve our wallet activation and conversion?
Still have questions?
Schedule a discovery call to discuss your specific needs and get a custom quote.