APP USER SATISFACTION PERFORMANCE
In Chile’s October 2026 Banking & Fintech Apps User Satisfaction Survey, COPEC earned an APS score of 83.1 out of 100, placing it in the High Performance level and 39.2 points above the country average. The survey used the APS from Cassuarina Labs methodology to translate respondents’ qualitative feedback into satisfaction metrics.
Survey results show that 87.6% of respondents’ qualitative feedback fell in the “Love It” category, while 7.6% reflected disappointment or frustration. The comments reveal an experience that extends beyond the screen: station attendants and cashiers frequently receive praise for helping people use the app, understand coupons and complete payments. That distinction matters—the positive feedback captures both digital functionality and the service surrounding it.
PAIN POINTS AND STRONG POINTS
Pain Points
Payments and access to money: Users report Copec Pay closing during transfers, difficulties withdrawing funds and problems saving bank recipients. Other comments describe failed card payments or bill payments, making transaction completion a recurring concern.
Account access and technical reliability: Feedback includes rejected verification codes, unsuccessful identity reactivation, freezes and an app that would not open after an update. These interruptions can also prevent access to accumulated benefits.
Rewards that fail at redemption: Users describe fuel coupons they could not use because payment failed, expired coupons during account restrictions and exchanged points that did not appear. One account also describes a welcome discount that differed from expectations.
Unclear controls and service connections: Some users struggle to understand how to begin operating the app or find Blue Express tracking. A specific request for card nicknames highlights the difficulty of choosing between several saved payment cards.
Uneven help when something goes wrong: Alongside extensive praise for station staff, individual comments describe unanswered WhatsApp messages and unresolved account problems. Questions about unfamiliar QR payment procedures and how to report suspected misuse also point to a need for clearer guidance.
Strong Points
People make the app easier to use: Praise for attendants and cashiers dominates the supplied comments. Users particularly value patient explanations of payments, coupons and first-time use, including assistance at self-service stations.
Fast checkout in a physical setting: Users describe quick payments, responsive barcode scanning and the convenience of paying without leaving the car. One comment highlights being able to see the fuel being dispensed through the app.
Savings tied to everyday purchases: Fuel discounts, promotional coupons and points redeemable for food give users concrete reasons to engage. Missions and rewards add another route to benefits.
Straightforward everyday navigation: Positive feedback describes an intuitive interface, clear instructions and quick installation. Several users say the app makes purchases at stations and Pronto stores practical and easy.
Useful services beyond refuelling: Individual comments value the virtual debit card for online purchases, parcel tracking and the ability to combine fuel, food and promotions during a journey.
PRODUCT LESSON
A successful service app should make assisted use and independent use equally dependable. Helpful staff can explain a first payment, but users also need a clear path through failed transfers, account checks and missing rewards. As an app expands into financial services, access to money becomes a separate test of trust.
KEY TAKEAWAYS
Treat frontline assistance as part of the product experience. The repeated praise for patient explanations suggests that onboarding continues at the pump and checkout.
Protect the link between convenience and savings. A reward delivers its value only when users can complete the purchase and redeem it.
Evaluate wallet functions separately from retail checkout. Positive fuel-payment experiences can coexist with difficulties moving money; aggregate satisfaction should not obscure that distinction.
Source:
CHILE - BANKING & FINTECH APPS USER SATISFACTION SURVEY - App Pulse Score© (APS) - OCTOBER 2026