COLOMBIA

Mobile App User Satisfaction Surveys

  • APS benchmark: 73.9 points (October 2026 survey)

  • FANs% score benchmark: 79%

  • CRITICs% score benchmark: 13%

  • APS average score: 50 points

October 2026 Survey - Top 10

  • APS SCORE: 76.4 | FANs%: 80.2% | CRITICs%: 10.2%

FULL SURVEY RESULTS AND DETAILED USER FEEDBACK FOR EVERY APP

ADDI SHOP - COMPRA A CUOTAS | BANCO CAJA SOCIAL | BANCO DE BOGOTÁ | BBVA COLOMBIA | BANCA MÓVIL | DALE! COLOMBIA | DAVIPLATA | DAVIVIENDA | GOOGLE WALLET | LANAYA | LITTIO | LULO - MANEJA TUS FINANZAS | MI BANCOLOMBIA | NEQUI COLOMBIA | NU COLOMBIA | PAYPAL | PLAKI | PRÉSTAMO PERSONAL:CREDIAPOYO | RAPID CRÉDITO-PRÉSTAMO NOW | TUYA | UNO |

ADDI SHOP - COMPRA A CUOTAS | BANCO CAJA SOCIAL | BANCO DE BOGOTÁ | BBVA COLOMBIA | BANCA MÓVIL | DALE! COLOMBIA | DAVIPLATA | DAVIVIENDA | GOOGLE WALLET | LANAYA | LITTIO | LULO - MANEJA TUS FINANZAS | MI BANCOLOMBIA | NEQUI COLOMBIA | NU COLOMBIA | PAYPAL | PLAKI | PRÉSTAMO PERSONAL:CREDIAPOYO | RAPID CRÉDITO-PRÉSTAMO NOW | TUYA | UNO |

Colombia - APS performance range

Number of Apps by rating - October 2026 Survey

Colombia APS Benchmark

BANKING & FINTECH USER SATISFACTION BENCHMARK SCORE (APS) 

The APS Score benchmark sets the bar for an app to stand out from its competitors, based on qualitative user satisfaction surveys.

Market Leaders

PLAKI ranked first among the surveyed apps with an APS score of 76.4, followed by TUYA at 74.2 and LANAYA at 73.9. All three sit in the Strong Zone, associated with high satisfaction and engagement, alongside positive signals of loyalty and willingness to recommend.

The leading app’s qualitative survey feedback adds an important qualification to that ranking. Respondents praised straightforward registration, limited paperwork and, in some cases, rapid access to funds. Others reported differences between expected and received amounts, unclear charges, unresolved disbursements and difficulty obtaining support. Several positive comments described only the application stage, before the requested service had been completed.

The product lesson is to measure the entire journey. A smooth first interaction can create enthusiasm, but it does not establish that the transaction delivered the expected value.

Market Overview

Colombia’s October 2026 banking and fintech app user satisfaction survey covered 20 apps and analyzed more than 10,000 valid responses. Using the APS from Cassuarina Labs methodology, the study recorded an average App Pulse Score© (APS) of 50 out of 100, placing the surveyed market in the Moderate Zone: a stable but undistinguished level of user perception.

The averages across surveyed apps reveal a more divided experience than that headline suggests. “Love It” accounted for 59.6%, while “Frustrated” represented 27.2% and “Very disappointed” 3.7%. The remaining reported 9.6% spanned “Like It” and “Disappointed.” These rounded figures total slightly above 100%. Strong enthusiasm therefore coexists with a substantial base of deeply dissatisfied respondents; the country average should not be mistaken for a uniformly acceptable experience.

For teams seeking a stronger competitive position, the survey’s benchmarks are an APS score of 73.9, Fans% of 79%, and Critics% of 13%. Treat these as a combined target: reach or exceed the first two while keeping the third at or below its benchmark. Building positive sentiment and reducing negative experiences are separate product priorities, and both belong on the performance dashboard.

Key Lessons

  • Make the final outcome the success metric. Track confirmed delivery of the requested service, then ask respondents about satisfaction.

  • Put the full economics before acceptance. Show the net amount received, every charge, total repayment and exact deadline together.

  • Make transaction status unambiguous. Distinguish submitted, approved, sent and received, with clear next steps when a process stalls.

  • Keep onboarding lean and expectations precise. Minimize paperwork while explaining eligibility and separating indicative offers from confirmed decisions.

  • Build a clear path to resolution. Provide reachable support, traceable disputes and respectful communication when payments or transactions go wrong.

App Metrics Dataset

Compare every app with detailed survey metrics: APS score, FANs%, CRITICs%, and user satisfaction distributions by score range (0–100) and satisfaction category—“Love It,” “Like It,” and “Disappointed.” Built for benchmarking performance across apps.

COLOMBIA - APP METRICS DATASET - OCTOBER 2026 (exclusive content)