Digital Payments Usage:
Have you used a debit card/ credit card/ mobile banking/ digital wallet/ internet banking/ UPI in the last one month?
(Digital wallet refers to Paytm, Amazon Pay, Ola Money, Mobiwik and UPI refers to Google Pay, BHIM)
Which of the following have you used in the last one month?
(Please select all that apply)
Which of the following best describes your ability to use digital payments?
Which of the following cards have you used in the last one month?
(Please select all that apply)
Which of the following e-wallets have you used in the last one month?
(Please select all that apply)
Which of the following online banking portals have you used in the last one month?
(Please select all that apply)
For what purpose have you used digital payments in the last one month?
(Please select all that apply)
In addition to those you have selected in the previous question, is there any other purpose for which you use digital payments often?
(If yes, please do specify in the 'others' field)
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Preferred Method of Payment:
I prefer to use digital payments when
(Please select all that apply)
I prefer to use cash when
(Please select all that apply)
For which of the following amounts would you use digital payments to transact?
(Please select all that apply)
For which of the following amounts would you use cash to transact?
(Please select all that apply)
Which of the following merchants have you ever transacted with using digital payments?
Which of the following best describes your experience in the last digital transaction you did with small merchants?
(Small merchants are such as street-side vendors, auto rickshaw drivers, grocery shops)
Which of the following best describes your experience in the last transaction that you did with a large merchant?
(Large merchants such as shops in malls, multi-brand retail, etc.)
Which of the following best describes your experience in the last transaction you did when paying for government utilities e.g. electricity bills, train tickets, etc.
Which of the following best describes your experience when buying goods or services online such as e-commerce websites, online food delivery, etc.
Which of the following have you experienced?
(Please select all that apply)
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Grievance Redressal:
Have you faced any trouble/ issue while making a digital transaction/ payment?
(These issues can vary from transactions failing/ not receiving the OTP or a refund/ not receiving a confirmation, etc.)
Which of the following problems have you experienced in the last one month?
(Please select all that apply)
Have you ever contacted anyone in case of a serious payment related issue you faced?
(This refers to reaching out to the bank/ police/ service provider)
Which all of the following have you contacted in the case of the most serious payments related issue you faced?
(Please select all that apply)
What happened when you contacted these parties?
(Please select all that apply)
How long did it take to resolve the most serious payment related problems that you have ever encountered?
Which of the following changes would encourage you to use digital payments more often?
(Please select all that apply)
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Thank you!
Congratulations on completing this survey! A recent study estimated an annual rise in digital payments at a rate of 12.7% in India with over 10 million merchants accepting online payments in the past 2-3 years. While there is a steady rise in customers adopting digital payments options, there has been a corresponding rise in cybercrimes like data theft, phishing and identity thefts, making India among the top 3 countries targeted for phishing. The results from this survey will help the government and brands create a more sustainable and secure online payment culture that protects the identity of a customer and promotes secure online payments. Thank you for being a part of this critical survey!
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