Mercado Pago Banco Digital records a solid APS of 66.8, with three out of four users placing the app in the highest satisfaction category.
The App Pulse Score™ survey points to a digital banking experience with a strong core of enthusiastic users, while also revealing a meaningful segment whose experience is significantly less positive. With an APS of 66.8, MERCADO PAGO falls within the Solid Zone, indicating good overall reliability and user trust, although there is still room to move toward the Strong Zone.
The most striking result is the concentration of highly satisfied users. A full 75% of surveyed users classified the app as “Love It,”. This indicates that the majority of respondents are not simply satisfied with the digital banking experience, but express a strong level of affinity with the app. For a financial platform competing for users' everyday transactions, payments and financial activity, this level of positive sentiment represents an important component of engagement and loyalty.
At the same time, the survey reveals a clear experience gap that deserves attention. While 5.4% of users fall into the “Like It” category, 3.1% are “Disappointed” and another 3.1% are “Very disappointed.” The most significant signal comes from the 13.4% classified as “Frustrated,” producing a total CRITICs share of 19.6%. In other words, almost one in five respondents expressed a level of dissatisfaction that goes beyond mild disappointment, highlighting a substantial opportunity to identify and address the specific friction points affecting the user experience.
The result is a digital banking profile built around strong user affinity, but with a notable minority experiencing significant friction. The 66.8 APS places MERCADO PAGO in a solid performance range, while the FANs% rate demonstrates the strength of its positive user base. The distance between these two signals is particularly useful for product teams: the challenge is not simply generating satisfaction, but understanding why a significant group of users has a markedly different experience. The App Pulse Score™ framework transforms that contrast into a practical lens for understanding where a mature digital financial platform can strengthen its customer experience and convert more users from functional adoption into genuine advocacy.
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APS SCORE: 66.8
APS PERFORMANCE RANGE: SOLID ZONE
Good reliability and user trust. Mostly positive sentiment.
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Complex and confusing user experience: Users frequently report difficulty finding essential functions, confusing interfaces, hidden information after updates, small buttons, and excessive steps to perform basic operations such as Pix, payments and checking card statements.
App instability and access problems: Slow loading, crashes, login failures, endless loading loops and compatibility problems with some devices are recurring complaints. Several users say they cannot complete Pix, payments or access their money after updates.
Trust, support and financial-service frustrations: Users report blocked balances, delayed refunds, unauthorized or unexpected transactions, difficulty resolving fraud or account-access problems, slow customer support, and dissatisfaction with credit limits and high interest rates. These issues can undermine confidence in the platform, particularly when users cannot quickly resolve a financial problem.
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Easy and intuitive user experience: Users repeatedly describe the app as simple, practical, well-organized and easy to navigate, with several specifically praising its intuitive layout and clarity.
Convenience and versatility: Users value having multiple financial services in one place, including payments, purchases, credit, investments and savings, describing the app as complete and useful for everyday transactions.
Speed, reliability and overall satisfaction: Many respondents characterize the app as fast, effective, practical and reliable, with users highlighting smooth day-to-day use and positive experiences with the platform and its services.
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)