Consumer Protection Survey of Digital Finance Users: Kenya

Researchers at Innovations for Poverty Action partnered with the Competition Authority of Kenya (CAK) to conduct a phone-based survey among users of digital financial services (DFS), including mobile money, mobile banking, and mobile loans. The survey covered consumers' experiences with DFS, preferences over service providers and levels of trust, price awareness and transparency, fraud and dispute resolution, and questions measuring financial security during the pandemic. The findings will help CAK develop strategies to protect consumers from fraud and to address and redress complaints. Additionally, results will guide researchers on which consumer protection topics need further investigation.