PAGBANK: CONTA GRATUITA delivers a strong customer satisfaction profile in Brazil, reaching an App Pulse Score (APS) of 81.9 and placing the app in the High-Performer Zone. The survey shows a highly positive user experience, with 86.3% of respondents in the “Love It” range, while another 4.2% fall into the “Like It” category. Overall, 90.5% of respondents are classified as FANs, compared with 9.5% CRITICs.
The strongest signal from users is the app’s simplicity and intuitive design. Reviews repeatedly describe PAGBANK as easy to understand, practical and straightforward, with users appreciating a layout that makes everyday financial tasks accessible without unnecessary complexity. This usability factor appears particularly relevant for customers who rely on the app for payments, transfers and routine money management.
Speed and practicality also stand out as important strengths. Users frequently describe the app as fast, agile and convenient, with positive references to transfers and payments. For PAGBANK’s merchant ecosystem, the mobile experience extends beyond traditional banking: some users highlight the ability to accept payments through NFC on a smartphone, providing an alternative when a physical payment terminal is unavailable.
At the same time, the survey reveals a 7.4% “Frustrated” segment, showing that a highly positive overall score does not eliminate important friction points. Reviews point to occasional app instability, access difficulties, biometric verification issues, customer-service challenges and concerns involving account restrictions or access to funds. These experiences contrast with the majority perception of PAGBANK as practical, transparent and secure, creating a clear opportunity to turn a strong digital experience into an even more consistent one.
With an APS of 81.9, PAGBANK enters the High-Performer Zone, where very high satisfaction and trust characterize the user experience. The combination of a 90.5% FANs rate, strong perceptions of simplicity and speed, and broad everyday utility positions the app as a significant digital banking experience in the Brazilian market, while the minority of frustrated users highlights the specific areas where product reliability and service execution can continue to evolve.
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APS SCORE: 81.9
APS PERFORMANCE RANGE: HIGH-PERFORMANCE ZONE
Very high satisfaction and trust. Represents top-tier apps within the industry.
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App stability and access issues: Users frequently report the app crashing, freezing, failing to load, or generating errors, sometimes making basic actions such as PIX transfers impossible. Repeated biometric and facial-recognition requests, including slow or unsuccessful facial verification, are also creating significant friction.
Account, money and transaction problems: Several reviews describe blocked or closed accounts, difficulties accessing funds, delayed payments, and problems completing PIX, credit, loans or other transactions. Some users also report concerns about unauthorized transactions, fraud cases and unresolved disputes, which undermine confidence in the reliability and security of the service.
Customer support and problem resolution: A recurring pain point is the difficulty of obtaining effective support. Users describe being transferred between multiple agents, receiving no clear resolution, or experiencing support processes that appear to continue without solving the underlying problem. Complaints also mention difficulties cancelling accounts, resolving fraud cases, exchanging defective equipment and receiving promised promotional benefits.
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Simple and intuitive experience: Users repeatedly praise the app for being easy to understand, simple to navigate, and uncomplicated. The intuitive layout and straightforward access to everyday banking functions are frequently mentioned as reasons for satisfaction.
Speed and practicality: Many users describe PAGBANK as fast, agile and practical, particularly for transfers, payments and everyday financial transactions. Several also highlight the convenience of using the app and, for merchants, the ability to continue accepting payments through mobile NFC when a card machine is unavailable.
Positive perception of service and security: A significant number of reviews associate PAGBANK with reliability, transparency, safety and good customer service. Users mention feeling secure with the platform, appreciating detailed information and describing their overall experience as trustworthy and efficient.
APPS INCLUDED IN THIS SURVEY:
BANCO AGIBANK S.A. | BANCO BRADESCO SA | BANCO DO BRASIL SA | BANCO INTER SA | BANCO PAN | BANCO SANTANDER (BRASIL) S.A. | C6 BANK | CAIXA ECONÔMICA FEDERAL | CLOUDWALK | ITAÚ UNIBANCO S. A. | MERCADO LIBRE | NEON CONTA DIGITAL, CARTÃO DE CRÉDITO E EMPRÉSTIMO | NU | PAGBANK | PICPAY |
BANCO AGIBANK S.A. | BANCO BRADESCO SA | BANCO DO BRASIL SA | BANCO INTER SA | BANCO PAN | BANCO SANTANDER (BRASIL) S.A. | C6 BANK | CAIXA ECONÔMICA FEDERAL | CLOUDWALK | ITAÚ UNIBANCO S. A. | MERCADO LIBRE | NEON CONTA DIGITAL, CARTÃO DE CRÉDITO E EMPRÉSTIMO | NU | PAGBANK | PICPAY |
Access the full survey results database
Source:
BANKING & FINTECH APPS USER EXPERIENCE & SATISFACTION SURVEY (2026.09)