PICPAY is increasingly behaving like more than a payments app. In the latest Cassuarina user satisfaction survey, BANCO PICPAY: CARTÃO, PIX E + posted an App Pulse Score (APS) of 84.1, placing it firmly in the High-Performer Zone. Even more telling, 91.1% of surveyed users are classified as FANs, while 88.8% fall into the “Love It” category.
The numbers tell a story of strong product-market resonance. The survey found 2.3% of users in “Like It,” 1.3% in “Disappointed,” 1.9% in “Very disappointed” and 5.7% in “Frustrated.” Overall, CRITICs account for 8.9% of respondents. That creates a clear picture: the overwhelming majority of users report a highly positive experience, while a smaller segment highlights friction that can become an important product-development signal.
The user comments explain what is driving the enthusiasm. Speed, simplicity and convenience appear repeatedly, particularly around PIX, payments, transfers and everyday money management. Users also highlight PICPAY’s broader ecosystem, including Cofrinhos, investments, credit, cards and other financial features. For many respondents, the appeal is not one isolated feature but the ability to handle multiple financial tasks from a single, lightweight mobile experience.
That combination is increasingly important in digital finance. The strongest apps are not simply moving traditional banking functions onto a smartphone; they are attempting to make financial activity feel faster, simpler and more integrated. PICPAY’s 84.1 APS suggests that this approach is resonating strongly with the surveyed audience, while the 8.9% CRITICs provide a parallel signal about where improvements in reliability, support and product friction can continue to shape the experience.
The takeaway is simple: PICPAY has built an experience that a large majority of surveyed users clearly value. Its next challenge is turning that strong satisfaction into an even more consistent experience across the full customer journey.
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APS SCORE: 84.1
APS PERFORMANCE RANGE: HIGH-PERFORMANCE ZONE
Very high satisfaction and trust. Represents top-tier apps within the industry.
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Access, account and transaction failures: Users report being unable to access or reactivate their accounts, repeated validation errors, the app failing to open, and difficulties recovering money from savings (“cofrinho”). These issues are intensified by complaints that basic problems remain unresolved for days.
Customer support and problem resolution: Several users describe ineffective or unresponsive support, particularly through the chat, with some saying they followed all requested procedures without receiving a solution. Complaints also include difficulties cancelling credit, resolving billing problems, and addressing disputed transactions.
Payment, billing and app functionality issues: Users report errors when paying credit-card bills, unexpected changes to invoice charges after advance payments, restrictions on anticipating future installments, missing or disappearing balances, and problems sharing payment receipts. Some also point to missing features such as dark mode and gesture-based unlocking.
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Ease, speed and everyday convenience: Users repeatedly praise PICPAY for being simple, intuitive, fast and practical, particularly for PIX, payments, transfers and managing everyday finances. The app is frequently described as easy to navigate and efficient.
Credit, financial benefits and savings features: Credit availability and rapid limit increases are important positive drivers, especially among users who say PICPAY gave them access to credit when other banks did not. Users also highlight the Cofrinhos, returns on saved money, investment options, card benefits and payment flexibility.
Trust, security and an increasingly complete experience: Long-term users describe PICPAY as reliable, secure and responsive, with some praising customer service and the app's continued evolution. Reviews also point to its broad range of banking and financial services as a reason why PICPAY has become a primary bank for many users.
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)