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.贫困问题创新解决方案机构（Innovations for Poverty Action）的研究人员与肯尼亚竞争管理局（Competition Authority of Kenya，CAK）合作，针对移动货币、移动银行及移动信贷等数字金融服务（Digital Financial Services，DFS）的用户开展了一项电话调查。本次调查涵盖了消费者使用数字金融服务的体验、对服务提供商的偏好与信任程度、价格认知与透明度、欺诈与纠纷解决情况，以及用于衡量疫情期间金融安全状况的相关问题。该调研结果将助力肯尼亚竞争管理局制定保护消费者免受欺诈侵害的策略，并处理及整改消费者投诉。此外，调研结果还将为研究人员指明需要进一步开展调查的消费者保护议题方向。