The growing quality of digital banking services in Uzbekistan has once again been confirmed: the results of the CX Banking Index 2025 study, which evaluated customer experience with mobile applications of 33 banks in the country, have been announced. This independent index thoroughly examines all key stages of banking apps—from registration to payments and money transfers.
In the study, analysts identified aspects of the process that make users' experiences easier or, conversely, create difficulties. The iCX index ranges from -10 to +10, enabling comparisons across various banks using unified criteria. Overall, this figure clearly demonstrates how user-friendly an app is for daily use.
The founder of the Customer Experience Laboratory (CX Lab), Alexey Ivanov, noted, “For many, daily banking operations have become a habitual routine. If an app is inconvenient, customers will immediately switch to a competitor's service. The CX Banking Index precisely identifies which stage has issues through numbers.”
Awards were handed out in four categories:
1. First Impression (registration, card linking, ease of understanding):
1st place — Garant Bank
2nd place — Ipak Yo‘li Bank
3rd place — Aloqabank and InfinBank
2. P2P Transfers (user discovery, speed, commissions):
1st place — Davr Bank
2nd place — Asakbank and InfinBank
3. Payments (schedules, templates, transparent operations):
1st place — Uzum Bank
2nd place — SQB
3rd place — Asia Alliance Bank
4. Daily Banking (the overall daily convenience index of the app):
1st place — Asia Alliance Bank
2nd place — Uzum Bank
3rd place — Ipak Yo‘li Bank
According to Otabek Nasirov, head of the Central Asian Fintech Association, customer experience in digital financial services has become the new "infrastructure standard." The simpler and more transparent a banking app is, the more trust it earns from customers.
The CX Banking Index was conducted in collaboration with Kursiv Uzbekistan, Bank.uz, The Able Technologies, BeaversBrothers, and the Central Asian Fintech Association. The full report can be downloaded for free at https://cx-index.uz.
As part of the study, 218 indicators across 33 apps were evaluated. The project's main objectives are to highlight best practices in Uzbek banking apps, create a more user-friendly ecosystem for customers, and bring digital financial services to a new level.
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