Published on: 2026-06-22
Source: Central Bank of Russia – Central Bank of Russia –
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The Bank of Russia for the first time assessed the level of satisfaction of citizens and businesses with payment services and calculated the digitalization index of the national payment system. The new indicators complement the existing ones for monitoring and analyzing the payment market (in particular, the share of cashless payments in retail turnover, alternative payment methods, and others).
Assessment resultslevel of satisfactionshow that citizens are generally satisfied with modern payment services and tools. They highly appreciate fast and seamless payment and transfer methods that require a minimal number of actions, but at the same time consider the payment system of the Housing and Communal Services, educational and government services insufficiently convenient (when paying by card, it is necessary to enter its full details and confirm the operation with a code).
Business assessments proved to be quite restrained. The relatively low level of satisfaction characterizes cash settlement services. For example, the tariff policy is not always clear to business representatives, the criteria used by banks to decide on blocking or restricting transfers of funds. There are also difficulties in making settlements with foreign counterparties.
Digitization Index– a comprehensive indicator of the development of the payment market. It takes into account 15 components, including the degree of penetration of new technologies and business interest in their implementation, the range of payment services and their accessibility for the population, the security and reliability of infrastructure. The calculation uses market participant data and business survey results. The index value for 2025 will become the baseline and will serve as a reference point for the annual assessment of the payment market dynamics.
The Bank of Russia plans to discuss the obtained results with market participants to develop measures aimed at improving the convenience and quality of services, as well as the transparency of conditions for citizens and businesses.
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