Based on the results of a survey of B2C customers for Q1 2026, UZCARD’s Net Promoter Score (NPS) was 79.5, indicating a high level of user trust and a positive customer experience.
NPS (Net Promoter Score) reflects customers’ willingness to recommend the service and is calculated as the difference between the proportion of promoters (ratings of 9–10) and detractors (ratings of 0–6).
Customer Behavior
Main usage scenarios:
- Paying for purchases in stores — 72%
- Cash withdrawals — 71%
- P2P transfers — 61%
- Paying for utilities and services — 56%
- Online shopping — 39%
Service Reliability
Over the past 6 months, 95% of users have not encountered any issues while using UZCARD, which confirms the system’s stability and the infrastructure’s ability to handle high traffic loads throughout the Republic.
Among the rare issues reported are:
- temporary delays in transfers
- isolated instances of rejected payments
- restrictions at certain retail locations
The company takes these factors into account and continues to work systematically to improve service quality.
Areas of Development
Based on customer feedback, UZCARD is implementing initiatives to:
- improve transaction stability
- enhance security
- expand the acceptance network
- develop customer support
Methodology
The survey was conducted in Q1 2026 among 400 respondents in the B2C segment.
The NPS score was calculated based on respondents’ answers to a question about their willingness to recommend the service on a scale from 0 to 10.
A high NPS score confirms sustained customer trust and the effectiveness of the chosen development strategy. UZCARD continues to improve its service, drawing on user feedback and real-world usage scenarios.