Peru | Banking & Fintech Apps User Satisfaction Survey | October 2026
App User Performance
CAJA AREQUIPA MÓVIL stands out in Peru's digital banking market, with 89.8% of respondents' qualitative feedback falling into the “Love It” satisfaction category. The October 2026 survey highlights strong user appreciation for accessible banking, straightforward transactions, and an intuitive mobile experience.
Using the APS from Cassuarina Labs methodology, which converts qualitative user survey feedback into measurable satisfaction indicators, the app achieved an App Pulse Score of 83.2, placing it in the High Performance category.
The score stands 33.7 points above Peru's reported banking and fintech app benchmark, reinforcing its competitive position in user satisfaction. Meanwhile, 8.4% of respondents' qualitative feedback falls into the disappointed or frustrated categories.
The contrast reveals an important product dynamic: users value the convenience of managing their finances digitally, but recurring authentication failures and access interruptions can undermine that experience precisely when banking services are needed most.
Strong Points — What Users Value
Positive survey feedback is dominated by broad satisfaction with the app, with users repeatedly describing it as excellent, practical, and easy to operate. More detailed comments reveal the features behind that positive perception.
Helpful customer service and branch experiences. A substantial share of favorable comments praises personal attention at Caja Arequipa branches, including Sicuani, Juliaca, Bolognesi, and Wanchaq. Although these comments concern the broader banking relationship rather than app functionality, they suggest that human support contributes to the overall customer experience.
Simple, intuitive navigation. Ease of use is one of the clearest recurring strengths. Users describe CAJA AREQUIPA MÓVIL as friendly, straightforward, and easy to understand, making everyday banking accessible without complicated navigation.
Fast and convenient financial transactions. Users appreciate the ability to complete banking operations quickly, particularly transfers, payments, and account movements. Positive comments frequently associate the app with saving time and avoiding unnecessary steps.
Multiple banking services in one app. Users highlight the convenience of managing transfers, interbank payments, Yape transactions, service payments, savings accounts, and loan disbursements through a single mobile interface. This range of functionality strengthens its value as an everyday financial tool.
Security and confidence in digital banking. Several users explicitly describe the application as secure and reliable for managing their money. Positive perceptions of transaction security reinforce confidence in using the app for routine financial activities.
Pain Points — Where Users Experience Friction
Despite strong overall satisfaction, negative survey comments reveal several recurring technical issues. Authentication and access reliability dominate the complaints, followed by onboarding difficulties and limitations affecting specific banking operations.
Digital token failures interrupt transactions. The most prominent technical frustration involves authentication codes that arrive late or never arrive. Users describe being unable to complete transfers, Yape or Plin payments because digital tokens fail to reach their phones or email accounts. Some mention repeated failures lasting several days.
Login errors and connection failures restrict account access. Users report unexpected connection errors, slow loading, and sessions that close without warning. Several describe being unable to access the app despite having a working internet connection, including after reinstalling or updating it.
Identity verification creates onboarding barriers. New users describe difficulties scanning their DNI, particularly its reverse side, while others encounter failed biometric checks or incorrect-data messages when registering or accessing accounts. These problems can prevent customers from completing digital onboarding.
Certain financial operations lack flexibility. Some comments highlight difficulties managing savings products, including automatic renewal of fixed-term deposits and interest-rate updates. Other users mention problems retrieving dynamic CVV codes, completing loan payments, or changing account credentials.
Transaction records and interface details need refinement. Less frequent feedback points to missing recipient names on Yape or Plin transaction receipts, limitations when sharing transfer confirmations, and promotional messages appearing during login. These details affect transparency and convenience rather than the app's core functionality.
Key Takeaways
Strong satisfaction is built on simplicity and everyday utility. With 89.8% of qualitative feedback in the “Love It” category and an APS of 83.2, CAJA AREQUIPA MÓVIL demonstrates the value of accessible navigation, fast transactions, and integrated banking services.
Authentication reliability is the biggest opportunity for improvement. Repeated complaints about delayed digital tokens, login failures, and interrupted transfers suggest that technical availability is the most important friction point affecting dissatisfied users.
Digital independence is the next UX frontier. Feedback about DNI verification, savings-product restrictions, and incomplete transaction receipts highlights opportunities to make more banking journeys fully digital, transparent, and self-service.
Stats & KPIs:
PERU - APPS METRICS DATASET - App Pulse Score© (APS) - OCTOBER 2026
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