Национальная платежная корпорация Казахстана » Results of the analysis of payment system participants’ satisfaction levels

Results of the analysis of payment system participants’ satisfaction with the quality of services provided within the payment systems

The assessment of payment system participants’ satisfaction with the quality of services provided in the Interbank Money Transfer System (IMTS) and the Interbank Clearing System (ICS) in 2025 was conducted across 14 indicators. The survey covered 33 IMTS users (100%) and 23 ICS users (100%).

According to the results of the assessment, the overall satisfaction level of payment system participants reached 99%. The transition of the payment systems in 2025 to the international financial messaging standard ISO 20022, including the adaptation of certain functional components during the first year of industrial operation, had an impact on the satisfaction level. At the same time, more than 70% of the assessed parameters (10 indicators) were rated at a high level.

Indicators	%
Availability and operational stability of payment systems	94
Completeness and accuracy of electronic message processing	97
Alignment of payment system functionalities with the organization’s current business needs	97
Timeliness of incident response and recovery time for payment system operations	97
Processing speed of payments and informational messages	100
Quality of the structure of electronic message formats	100
Accuracy of the implemented control procedures in the payment systems	100
Compliance with information security standards	100
Applicability and clarity of NJSC “NPC” regulatory documents	100
The process of prior notification of scheduled maintenance and updates	100
Optimality of timelines and duration of scheduled technical maintenance	100
Quality of communication with technical support and the level of advisory assistance	100
Quality of operational support and interaction on ongoing matters	100
Completeness, accuracy, and usability of output reporting forms (statements, certificates of services rendered)	100
Average indicator:	99

Overall, a high level of service quality is observed in the IMTS and ICS. Payment system users noted satisfaction with the speed of payment processing and the accuracy of implemented format and logical controls, the quality of payment message format structures, and the completeness of information in response messages (including statements containing details of processed and unprocessed payments). Users also highlighted the convenience and applicability of internal regulatory documents, which provide detailed descriptions of each message format, including interlinkages between formats and requirements for the generation of electronic messages.

At the same time, a consistently high level of satisfaction is maintained among payment system participants with regard to information security, timely notification of scheduled technical maintenance, and the quality of communication through feedback mechanisms on technical and operational matters.

The overall assessment of the payment systems was conducted using a 5-point scale. IMTS received a score of “5” from 29 out of 33 participants (88%), while ICS was rated “5” by 19 out of 23 participants (83%).

Taking into account the strategic priorities of the National Payment Corporation of the National Bank of Kazakhstan, as well as additional feedback from payment system participants, ongoing efforts are being made to further enhance the performance of the payment systems. These include improving service quality, ensuring operational stability, addressing technological challenges in anti-fraud analytics, and introducing new functionalities to support the growth of cross-border payments.